Senior Customer Success Manager

We are seeking a Customer Success Manager (CSM) who brings a strong background in IT Program Management to help ensure our clients achieve their goals through our services. In this role, you’ll blend relationship management with program execution expertise—ensuring customer satisfaction, driving adoption, and identifying new opportunities for collaboration.

This is an ideal role for someone who loves building lasting client relationships, understands the technical delivery lifecycle, and can proactively manage client initiatives from onboarding through renewal and expansion.

Key responsibilities:

• Serve as the primary point of contact for a portfolio of clients, ensuring a smooth onboarding experience and ongoing success.
• Lead client programs by applying IT project and program management practices — including planning, tracking, risk management, and reporting.
• Understand client objectives and map them to the services and solutions we deliver.
• Drive adoption of our services and ensure clients are fully leveraging our capabilities to meet their goals.
• Manage escalations and proactively solve issues before they impact the relationship.
• Collaborate closely with internal teams (Delivery, Engineering, Operations) to ensure client commitments are met.
• Provide strategic input based on customer feedback to enhance our service offerings.
• Experience working with Staff augmentation and Outcome-Based type of contracts.
• Experience creating SOWs and working with multiple parties inside the company and with the client organization.
• Selecting top candidates to meet the project’s objectives and coach them throughout the engagement to ensure project success.
• Create and deliver customised reports, presentations, and performance insights to demonstrate the impact of our solutions.
• Identify opportunities for upsell, renewal, and expansion based on client needs.

Team Management:

• Monitor and evaluate consultant performance, providing regular feedback and development plans.
• Serve as the main point of contact for consultants regarding workplace concerns or operational needs.
• Facilitate onboarding and offboarding processes for consultants working on client projects.
• Drive employee engagement and build a sense of community for consultants working off-site

Operational Excellence:

• Act as a liaison between client leaders and internal teams, ensuring alignment on expectations and deliverables.
• Proactively address client concerns, ensuring high levels of satisfaction and trust.
• Support the account manager by providing regular updates on delivery progress, risks, and opportunities..

Operational Excellence:

• Ensure proper resource allocation based on client requirements and project demands.
• Define and maintain operational workflows aligned with both client and company standards.
• Oversee administrative processes, including timesheets, billing, and compliance, ensuring accuracy and timeliness.
• Proactively identify and resolve operational challenges, escalating issues as needed.

Client Relationship Management:

• Act as a liaison between client leaders and internal teams, ensuring alignment on expectations and deliverables.
• Proactively address client concerns, ensuring high levels of satisfaction and trust.
• Support the account manager by providing regular updates on delivery progress, risks, and opportunities.

Reporting & Analytics:

• Track and report on KPIs, including project delivery success, employee retention, and client satisfaction.
• Provide detailed reports and insights to internal leadership and client stakeholders.

Requirements:

• 5+ years of experience in customer-facing roles, as  a Customer Success Manager or Delivery Manager.
• 5+ years of experience as an IT Program Manager or Technical Project Manager, ideally in a consulting, services, or SaaS environment.
• Strong understanding of IT services delivery, software development processes, cloud solutions, or digital transformation projects.
• Proven ability to manage multiple clients and programs simultaneously.
• Exceptional communication, problem-solving, and organizational skills.
• Ability to build trust with both technical and non-technical stakeholders.
• Proven track record of managing teams and delivering projects in staff augmentation or POD models.
• Strong understanding of IT services, delivery processes, and client engagement practices.
• Excellent interpersonal and communication skills with the ability to manage relationships at all levels.
• Problem-solving and analytical mindset, with a proactive approach to challenges.
• Experience with reporting tools and metrics tracking.}
• Bachelor's degree in Business, Computer Science, Engineering, or a related field; PMP certification or similar is a plus.

Preferred Qualifications

• Prior experience working with U.S.-based clients.
• Familiarity with agile methodologies and cloud-native technologies.
• Ability to identify and mitigate delivery risks proactively.

What We Offer

• Collaborative and supportive work environment.
• Opportunities for career growth and learning.
• Competitive salary and benefits package.
• Exposure to leading-edge technologies and projects.