Client Success Manager - Managed Services

About the role

The Client Success Manager (CSM) develops and maintains strategic client relationships to ensure satisfaction, service value, retention and account growth. As the primary client advocate, the CSM works with Sales, Service Delivery, Operations, Finance and executive leadership to resolve issues, manage service risks and keep strong client partnerships. The role oversees several client accounts, monitors contractual commitments and service performance, supports renewals and coordinates billing and collections inquiries.

Key responsibilities

• Build and maintain strong client relationships, advocating for satisfaction, service value, retention and account growth.
• Manage client contracts, service agreements, SLAs, service utilization and billing accuracy, and proactively mitigate risks of contractual or service-level breaches.
• Coordinate with Sales, Service Delivery, Operations and Finance to resolve client issues, manage escalations and handle incidents, change requests and billing or collections inquiries.
• Oversee multiple concurrent client and internal initiatives, keeping status updates, risk and issue logs and communicating proactively.
• Monitor client health, sentiment and churn risks, maintaining churn forecasts, mitigation plans, collections records and account documentation.
• Support contract renewals and identify opportunities for additional services, upgrades and configuration changes with Sales and Service Delivery.
• Lead client communication through status meetings, business reviews, executive briefings and account planning, using clear reports, dashboards and presentations.
• Support client satisfaction initiatives such as NPS surveys, follow-ups, remediation programs and account reviews, with escalation support during major incidents.

Required profile

• 8+ years of experience in Client Success, Service Management or a related role.
• Experience supporting enterprise clients in an Application Managed Services (AMS) environment.
• Experience with enterprise platforms such as SAP, Oracle, JD Edwards, PeopleSoft, Infor or Workday.
• Familiarity with client contracts, service agreements and renewal processes.
• Ability to manage multiple accounts and competing priorities, work independently and build stakeholder relationships.
• Strong written and verbal communication and presentation skills.

Preferred qualifications

• Bachelor's degree (BS/BA) and a technology background.
• Working knowledge of public cloud environments; relevant certifications are a plus.
• Technical account-level exposure to managed hosting, managed services and professional services.
• Project management training and experience.

What we offer

• Health and life insurance.
• Accenture days and 3 additional vacation days.
• On-site doctor and birthday leave.
• Internet reimbursement.