Job Title: Senior Client Success Manager
Role Overview
As a Senior Client Success Manager (Senior CSM), you will be responsible for owning end-to-end client relationships, driving strategic value, and ensuring long-term account growth and retention. You will act as a trusted advisor to client stakeholders, aligning business objectives with delivery outcomes while proactively identifying opportunities for expansion and innovation.
This role goes beyond execution requiring strategic account management, revenue ownership, executive engagement, and cross-functional leadership to maximize client success and organizational value.
Key Responsibilities
1. Strategic Account Ownership & Growth
- Own a portfolio of client accounts, ensuring high client satisfaction, retention, and revenue expansion
- Develop and execute account growth strategies, including cross-sell and upsell opportunities
- Build long-term account plans aligned to client business goals and technology roadmaps
- Partner with Sales teams to identify and convert new opportunities within existing accounts
2. Executive Stakeholder Management
- Serve as the primary point of contact for client stakeholders, including C-level executives
- Build trusted relationships by providing strategic guidance and business value insights
3. Delivery Oversight & Value Realization
- Oversee all active engagements to ensure alignment between SOW commitments and delivery outcomes
- Own SOW kick-off and sign-off, ensuring clear expectations and success criteria
- Monitor engagement health, proactively identifying and resolving risks, escalations, and delivery gaps
- Ensure measurable value realization for clients, linking delivery outputs to business outcomes
4. Cross-Functional Leadership
- Collaborate with Delivery, PMO, Invoicing, and Sales teams to ensure seamless execution and client satisfaction
- Provide direction to delivery teams to prioritize initiatives based on client impact and strategic value
- Drive internal alignment and remove blockers to ensure successful outcomes
5. Commercial & Contract Ownership
- Lead contract discussions, including SOW restructuring, renewals, and amendments
- Ensure alignment between client expectations, pricing, and delivered value
- Partner with Finance to oversee invoicing accuracy, and revenue tracking
6. Risk, Escalation & Governance
- Proactively identify account risks and develop mitigation and recovery strategies
- Own major escalations, acting as the decision-maker and escalation lead
- Establish and maintain governance frameworks, including regular client and internal cadences
7. Performance Metrics & Accountability
- Own key success metrics across accounts, including:
- Customer Satisfaction (CSAT) / Client feedback
- Retention and renewal rates
- Revenue growth and expansion
- Delivery health and account profitability
- Use data-driven insights to continuously improve account performance and client outcomes
8. Continuous Improvement & Innovation
- Identify opportunities to enhance client solutions using emerging technologies (e.g., AI, Data, Cloud)
- Drive process improvements and best practices across engagements
- Capture client feedback and translate insights into improvements and innovation initiatives
Operational Cadence
- Own and lead:
- SOW Kickoff and Sign-Off Meetings
- Weekly/Monthly Client Check-ins (based on account needs)
- Daily/Weekly internal delivery alignment discussions
- Weekly account health reviews with leadership
Requirements
- Bachelor's degree in Computer Science, Engineering, or related field; MBA preferred
- 6–10+ years of experience in Client Success, Account Management, or Consulting (technology domain)
- Strong experience in Data Analytics, Cloud, AI, or Digital Transformation services
- PMP Certification, CSM / CCSM preferred
- Proven track record of:
- Managing enterprise client relationships
- Driving account growth and revenue expansion
- Handling complex delivery and cross-functional programs
- Excellent communication, negotiation, and executive presentation skills
- Proficiency in tools such as CRM systems, Azure DevOps, MS Teams, and contract management platforms
