Customer Success Manager

Role Overview

The Customer Success Manager is responsible for managing and developing long-term customer relationships across ZainTECH’s Managed Services portfolio, ensuring customer satisfaction, service continuity, contract retention, and recurring revenue growth.

What You Will Do

The role involves translating operational performance and customer requirements into actionable improvements and commercial opportunities, driving customer engagement, service governance, contract renewals, account health monitoring, and revenue expansion.

Why It Might Be a Fit

The ideal candidate will have a proven track record of growing revenue from existing customer portfolios and managing contract renewals, with strong commercial and financial understanding, including the ability to review contracts, purchase orders, invoices, ageing reports, and prepare basic account P&L analysis.

Requirements

• 6+ years of experience in Customer Success, Account Management, or Service Delivery Management within managed services, cloud, or IT outsourcing environments
• Proven track record of growing revenue from existing customer portfolios and managing contract renewals
• Strong commercial and financial understanding, including the ability to review contracts, purchase orders, invoices, ageing reports, and prepare basic account P&L analysis
• Working knowledge of cloud and managed services, including Azure, AWS, OCI, private cloud, and Microsoft 365
• Understanding of cloud cost and consumption basics (FinOps, reservations, and licensing models)
• Familiarity with vendor licensing models, particularly Microsoft CSP and Oracle licensing
• Experience with ServiceNow’s Customer Service Management, Case Management, and Contract modules
• Experience with Salesforce CRM
• Advanced level in Excel and Power BI dashboards
• Degree in IT, Engineering, or a related field, or equivalent practical experience
• Required Certifications: ITIL 4 Foundation, One cloud fundamentals certification (AZ-900, AWS Cloud Practitioner, or OCI Foundations)
• Preferred Certifications: Customer Success certification (e.g., CCSM), FinOps Certified Practitioner, or ServiceNow CSM Fundamentals