Job Role
A strategic, client-facing role responsible for growing existing accounts (farming), ensuring delivery success, supporting Statement of Work creation, and formally closing customer projects with measurable outcomes
Account farming & revenue growth
- Identify and pursue upsell and cross-sell opportunities within existing accounts to grow revenue
- Conduct regular business reviews to surface new needs aligned to client goals
- Maintain a healthy account expansion pipeline in CRM; track whitespace and expansion signals
- Collaborate with sales and pre-sales teams to develop account growth strategies
Business reviews & customer engagement
- Plan and facilitate structured business reviews on agreed cadences — weekly check-ins, monthly service reviews, and quarterly business reviews (QBRs)
- Lead QBR conversations at senior stakeholder level, presenting value delivered and aligning on next-quarter priorities
- Use monthly reviews to track progress against the customer success plan and surface early warning signs
Project closure & handover
- Lead formal project closure activities including client sign-off, deliverable acceptance, and lessons learned
- Conduct closure meetings to confirm all SOW obligations have been met and document outcomes
- Gather end-of-project CSAT/NPS feedback and share insights with delivery and leadership teams
- Identify next engagement opportunities at closure — renewals, follow-on projects, or expanded scope
- Ensure smooth transition to BAU support or managed services post-project
Statement of work (SOW) support
- Partner with delivery and pre-sales teams to define scope, deliverables, timelines, and commercials for new SOWs
- Review SOWs with clients to ensure alignment, manage expectations, and gain sign-off
- Track SOW amendments and change orders; flag scope creep and commercial risks early
Relationship management
- Serve as primary point of contact for assigned accounts throughout the lifecycle
- Proactively manage risks and escalations before they impact delivery or satisfaction
- Onboard new clients and guide them through initial service adoption
Reporting & governance
- Prepare and present account health reports for internal stakeholders
- Maintain accurate and up-to-date account records in CRM at all times
- Collaborate with delivery, operations, and finance on account governance
- Contribute to team-level reporting on portfolio health and expansion pipeline
Experience
- 5+ years in customer success, account management, or IT delivery roles
- Proven track record of growing accounts through farming in an IT services environment
- Experience facilitating QBRs and senior business reviews with measurable outcomes
- Hands-on experience writing or co-authoring Statements of Work
- Experience formally closing IT projects and managing client acceptance
Skills
- Strong commercial acumen and understanding of IT services contracts
- Excellent communication, facilitation, and senior stakeholder management
- Ability to translate technical delivery into business value for clients
- Proficiency in CRM tools (Salesforce, HubSpot)
- Organised, structured, and comfortable managing multiple accounts simultaneously
Key Metrics
- Customer retention rate (Renewal Rate)
- Net Revenue Retention (NRR)
- Customer satisfaction (NPS/CSAT)
- Product/service adoption rates
- QBR Completion rate
