Job Summary

The Customer Success Manager (CSM) is responsible for ensuring overall customer satisfaction, business value realization, service adoption, contract compliance, and strategic relationship management across the account. The role acts as the primary bridge between the customer and delivery organization to drive successful outcomes, continuous service improvements, and achievement of contractual commitments.
The CSM will also be accountable for managing Gain Share programs, Fee-at-Risk (FAR) commitments, service performance governance, and value realization initiatives, ensuring that both customer objectives and business outcomes are achieved.
This role requires a strong combination of customer relationship management, commercial acumen, operational governance, and data-driven decision-making.
The individual should be capable of driving customer satisfaction, business value realization, contractual performance, gain share growth, and fee-at-risk achievement while acting as a trusted partner to senior customer stakeholders.

Key Responsibilities

Key Responsibilities Customer Success & Relationship Management • Serve as the trusted advisor to customer stakeholders. • Develop and maintain executive, operational, and business relationships. • Understand customer business objectives and align IT services to achieve desired outcomes. • Drive customer satisfaction and improve Net Promoter Score (NPS) and Voice of Customer (VoC) measures. • Lead customer success planning and quarterly business reviews. • Ensure adoption and utilization of delivered services and solutions. • Identify risks, escalations, and business concerns and proactively drive remediation plans. Value Realization & Business Outcomes • Track business benefits and outcomes delivered through IT services. Classification: Internal • Work with teams and track the opportunities for productivity, automation, cost optimization, and service improvements identified. • Demonstrate measurable value delivered to the customer through operational and transformational initiatives. • Create executive dashboards highlighting realized and projected benefits. Gain Share Management • Identify, qualify, and implement gain share opportunities with customers. • Build business cases for cost savings, operational efficiency, automation, and productivity improvements. • Establish measurements, baseline metrics, and validation mechanisms for gain share calculations. • Track gain share initiatives from ideation through realization. • Work closely with delivery, finance, and customer stakeholders for gain share validation and approval. • Ensure gain share benefits are accurately calculated, documented, and contractually governed. • Present gain share achievements during governance reviews and executive meetings. Examples of Gain Share Initiatives • Automation-led effort reduction. • Service desk ticket deflection. • Cloud cost optimization. • Infrastructure consolidation. • Application rationalization. • Digital Employee Experience (DEX) improvements. • AI and self-healing operational improvements. Fee-at-Risk (FAR) Ownership • Own end-to-end management of contractual Fee-at-Risk commitments. • Define tracking mechanisms for fee-at-risk KPIs and outcome-based service measures. • Monitor performance against contractual targets. • Work with service towers to ensure compliance with agreed KPIs and SLAs. • Lead recovery actions when performance risks are identified. • Provide monthly forecast of FAR exposure and achievement status. • Present FAR performance during operational and executive governance reviews. • Drive continuous improvement initiatives to maximize fee-at-risk recoverability. Typical Fee-at-Risk Metrics • SLA Achievement • XLAs / Experience Metrics Classification: Internal • CSAT Scores • Incident Reduction • Service Availability • Automation Targets • Operational Efficiency Improvements • DEX Improvements • Cost Savings Targets Governance & Stakeholder Management • Ensure Weekly, Monthly, Quarterly, and Executive Governance meetings happening as defined. • Work with Account Director, SDD, and SDMs and prepare Executive Business Reviews (EBRs), Monthly Service Reviews (MSRs), and Steering Committee presentations. • Drive cross-functional collaboration across delivery teams, transition teams, project teams, and customer stakeholders. • Ensure action tracking, risk management, and issue resolution. • Maintain governance documentation, service improvement plans, and success roadmaps. Commercial & Financial Management • Understand contractual obligations and customer commitments. • Collaborate with finance teams on revenue protection and profitability improvement initiatives. • Track account financial performance related to gain share and fee-at-risk components. • Identify growth opportunities, service enhancements, and cross-sell opportunities. • Support account planning and strategic account growth initiatives. Continuous Improvement & Innovation • Drive Service Improvement Programs (SIPs). • Promote automation, AI Ops, self-he

Skill Requirements

Other Requirements

Key Responsibilities Customer Success & Relationship Management • Serve as the trusted advisor to customer stakeholders. • Develop and maintain executive, operational, and business relationships. • Understand customer business objectives and align IT services to achieve desired outcomes. • Drive customer satisfaction and improve Net Promoter Score (NPS) and Voice of Customer (VoC) measures. • Lead customer success planning and quarterly business reviews. • Ensure adoption and utilization of delivered services and solutions. • Identify risks, escalations, and business concerns and proactively drive remediation plans. Value Realization & Business Outcomes • Track business benefits and outcomes delivered through IT services. Classification: Internal • Work with teams and track the opportunities for productivity, automation, cost optimization, and service improvements identified. • Demonstrate measurable value delivered to the customer through operational and transformational initiatives. • Create executive dashboards highlighting realized and projected benefits. Gain Share Management • Identify, qualify, and implement gain share opportunities with customers. • Build business cases for cost savings, operational efficiency, automation, and productivity improvements. • Establish measurements, baseline metrics, and validation mechanisms for gain share calculations. • Track gain share initiatives from ideation through realization. • Work closely with delivery, finance, and customer stakeholders for gain share validation and approval. • Ensure gain share benefits are accurately calculated, documented, and contractually governed. • Present gain share achievements during governance reviews and executive meetings. Examples of Gain Share Initiatives • Automation-led effort reduction. • Service desk ticket deflection. • Cloud cost optimization. • Infrastructure consolidation. • Application rationalization. • Digital Employee Experience (DEX) improvements. • AI and self-healing operational improvements. Fee-at-Risk (FAR) Ownership • Own end-to-end management of contractual Fee-at-Risk commitments. • Define tracking mechanisms for fee-at-risk KPIs and outcome-based service measures. • Monitor performance against contractual targets. • Work with service towers to ensure compliance with agreed KPIs and SLAs. • Lead recovery actions when performance risks are identified. • Provide monthly forecast of FAR exposure and achievement status. • Present FAR performance during operational and executive governance reviews. • Drive continuous improvement initiatives to maximize fee-at-risk recoverability. Typical Fee-at-Risk Metrics • SLA Achievement • XLAs / Experience Metrics Classification: Internal • CSAT Scores • Incident Reduction • Service Availability • Automation Targets • Operational Efficiency Improvements • DEX Improvements • Cost Savings Targets Governance & Stakeholder Management • Ensure Weekly, Monthly, Quarterly, and Executive Governance meetings happening as defined. • Work with Account Director, SDD, and SDMs and prepare Executive Business Reviews (EBRs), Monthly Service Reviews (MSRs), and Steering Committee presentations. • Drive cross-functional collaboration across delivery teams, transition teams, project teams, and customer stakeholders. • Ensure action tracking, risk management, and issue resolution. • Maintain governance documentation, service improvement plans, and success roadmaps. Commercial & Financial Management • Understand contractual obligations and customer commitments. • Collaborate with finance teams on revenue protection and profitability improvement initiatives. • Track account financial performance related to gain share and fee-at-risk components. • Identify growth opportunities, service enhancements, and cross-sell opportunities. • Support account planning and strategic account growth initiatives. Continuous Improvement & Innovation • Drive Service Improvement Programs (SIPs). • Promote automation, AI Ops, self-he