Customer Success Manager - IT/ITES Services

General Description

Customer Success Manager – IT/ITES Services About This Role Qualification: Bachelor’s Degree in IT, Computer Science or related areas Experience: 4+ Years Job Location: London

We are seeking an experienced and client-centric Customer Success Manager (CSM) to oversee and grow relationships with our IT and ITES service clients. As a key liaison between the client and internal delivery teams, you will be responsible for ensuring customer satisfaction, facilitating smooth project execution, and identifying opportunities to expand client partnerships.

Responsibilities

• Client Relationship Management:Build and maintain strong, long-term relationships with key client stakeholders across IT and ITES sectors
• Account Success Ownership:Own customer onboarding, engagement, and retention across assigned accounts. Ensure deliverables are met and clients derive maximum value from services
• Project Coordination:Work closely with internal technical and delivery teams to monitor timelines, resolve issues, and communicate project status
• Feedback & Upselling:Collect and synthesize customer feedback to improve services and propose upsell/cross-sell opportunities aligned with client goals
• Renewals & Retention:Drive contract renewals and client satisfaction through proactive engagement, performance reviews, and value demonstration
• Reporting & Metrics:Prepare and present regular reports on account health, risks, and success metrics to clients and internal leadership

Required Skills and Experience

• Experience: 4+ years in customer success, account management, or service delivery in an IT/ITES environment
• Client-Facing Skills: Strong interpersonal and communication skills, with experience engaging mid-to-senior level stakeholders
• Project Orientation: Understanding of delivery models, SLAs, and IT services lifecycle (including support, development, or BPO processes)
• Problem-Solving: Proactive in identifying issues and resolving them before they escalate
• Tools Knowledge: Familiarity with CRM platforms (e.g., HubSpot, Salesforce), project tracking tools (e.g., Jira, Trello), and basic reporting dashboards
• Education: Bachelor’s degree in Business, Information Technology, or related field

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