Client Success Manager

Job Summary

The Customer Success Manager (CSM) is responsible for building and maintaining strong, long-term relationships with key customers to ensure high levels of satisfaction, retention, and growth. This role acts as a trusted advisor, aligning client objectives with Black Box’s managed services and technology solutions, driving service excellence, and supporting continuous improvement across service delivery operations—particularly in data center, networking, and managed service environments for Financial Services Institutions (FSI).

Key Responsibilities

· Serve as the primary point of contact for assigned enterprise and FSI customers, ensuring smooth service delivery and long-term satisfaction.

· Develop a deep understanding of each client’s infrastructure, business goals, and operational challenges to proactively offer strategic solutions.

· Oversee the end-to-end customer lifecycle, from onboarding and service transition to ongoing delivery and renewal, within the Black Box service framework.

· Drive operational excellence by coordinating with technical, operations, and project management teams to resolve issues promptly and effectively.

· Conduct regular service reviews, performance reporting, and quarterly business reviews (QBRs) to present operational insights and identify improvement areas.

· Partner with Sales and Account Management teams to identify upsell and cross-sell opportunities within existing accounts.

· Monitor key performance indicators (KPIs), service-level agreements (SLAs), and ensure adherence to contractual obligations, particularly in compliance-driven FSI environments.

· Lead customer escalations and incident management communication, ensuring timely resolution and customer confidence.

· Collaborate with internal stakeholders across Black Box global teams to implement process improvements, automation, and best practices that enhance service quality and efficiency.

· Promote customer advocacy by collecting feedback and translating insights into actionable initiatives that strengthen customer relationships and brand reputation.

Qualifications & Experience

· Bachelor’s degree in Information Technology, Business Administration, or a related discipline.

· 5+ years of experience in customer success, service delivery, or account management roles—preferably within data center, network infrastructure, or managed services industries.

· Proven track record in supporting Financial Services Institutions (FSI) and managing enterprise clients with critical infrastructure dependencies.

· Strong understanding of ITIL principles, service management frameworks, and operational processes.

· Excellent communication, negotiation, and stakeholder management skills.

· Analytical mindset with the ability to interpret performance data and drive improvement plans.

· Proficiency with CRM, ticketing, and service management tools (e.g., ServiceNow, Salesforce).

· Certification in ITIL, PMP, or Customer Success Management (preferred).

· Prior experience in a managed services provider environment such as Black Box Network Services is highly advantageous.

Key Competencies

· Customer-centric and relationship-driven approach.

· Strong problem-solving and analytical abilities.

· Excellent communication and presentation skills.

· Strategic thinking with attention to operational details.

· Ability to work collaboratively with cross-functional and regional teams.

· Resilient, proactive, and results-oriented.