Customer Success Manager

Job RoleA 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 outcomesAccount farming & revenue growthIdentify and pursue upsell and cross-sell opportunities within existing accounts to grow revenueConduct regular business reviews to surface new needs aligned to client goalsMaintain a healthy account expansion pipeline in CRM; track whitespace and expansion signalsCollaborate with sales and pre-sales teams to develop account growth strategies

Business reviews & customer engagementPlan 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 prioritiesUse monthly reviews to track progress against the customer success plan and surface early warning signs

Project closure & handoverLead formal project closure activities including client sign-off, deliverable acceptance, and lessons learnedConduct closure meetings to confirm all SOW obligations have been met and document outcomesGather end-of-project CSAT/NPS feedback and share insights with delivery and leadership teamsIdentify next engagement opportunities at closure - renewals, follow-on projects, or expanded scopeEnsure smooth transition to BAU support or managed services post-project

Statement of work (SOW) supportPartner with delivery and pre-sales teams to define scope, deliverables, timelines, and commercials for new SOWsReview SOWs with clients to ensure alignment, manage expectations, and gain sign-offTrack SOW amendments and change orders; flag scope creep and commercial risks early

Relationship managementServe as primary point of contact for assigned accounts throughout the lifecycleProactively manage risks and escalations before they impact delivery or satisfactionOnboard new clients and guide them through initial service adoption

Reporting & governancePrepare and present account health reports for internal stakeholdersMaintain accurate and up-to-date account records in CRM at all timesCollaborate with delivery, operations, and finance on account governanceContribute to team-level reporting on portfolio health and expansion pipeline

Experience5+ years in customer success, account management, or IT delivery rolesProven track record of growing accounts through farming in an IT services environmentExperience facilitating QBRs and senior business reviews with measurable outcomesHands-on experience writing or co-authoring Statements of WorkExperience formally closing IT projects and managing client acceptance

SkillsStrong commercial acumen and understanding of IT services contractsExcellent communication, facilitation, and senior stakeholder managementAbility to translate technical delivery into business value for clientsProficiency in CRM tools (Salesforce, HubSpot) Organised, structured, and comfortable managing multiple accounts simultaneously

Key MetricsCustomer retention rate (Renewal Rate)Net Revenue Retention (NRR) Customer satisfaction (NPS/CSAT) Product/service adoption rates QBR Completion rate