Role Overview
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.
What You Will Do
Manage 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.
Why It Might Be a Fit
This role requires a strong combination of customer relationship management, commercial acumen, operational governance, and data-driven decision-making.
Requirements
- 12–15+ years of experience in IT Services, Infrastructure Services, Digital Workplace, Cloud, or Managed Services environments.
- Proven experience managing executive stakeholders and large enterprise accounts.
- Have experience with Gain Share and Outcome-Based Service Models.
- Experience managing Fee-at-Risk KPIs and commercial governance frameworks.
- Strong understanding of ITIL, Service Management, and Managed Services operations.
- Experience working with global delivery models and enterprise customers.
Benefits
- Dental insurance
- Vision insurance
- Health insurance
- Paid time off
- Retirement plan
- Learning budget
- Parental leave
- Wellness program
To apply for this job please visit careers.hcltech.com.
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