Customer Success Manager

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