Customer Success Account Manager (CSAM)

## About the role * Strategic & Operational Customer Relationships — Build and sustain trusted relationships with executives, business leaders, technology teams, and operational stakeholders, moving fluidly between executive conversations and execution-level discussions. * Customer Success Strategy — Lead the definition, refresh, and execution of the Customer Success Plan (CSP), translating business needs into concrete adoption, transformation, and value-generation initiatives. * Delivery & Governance Leadership — Orchestrate the planning, prioritization, tracking, and execution of customer success programs across internal teams, partners, and customer stakeholders. * Risk & Customer Health Management — Monitor customer health; identify technical, operational, commercial, and adoption risks; and lead mitigation plans before issues escalate. * Executive Engagement & Business Value — Lead impact- and outcome-focused conversations, communicating progress, risks, opportunities, and recommendations in a clear, executive, decision-oriented manner. ## Requirements * Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 3+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 4+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR equivalent experience. * Working knowledge of cloud, artificial intelligence, data, security, productivity, or enterprise platform technologies. * Professional English proficiency, written and verbal. * Experience leading initiatives with multiple internal and external stakeholders. * Demonstrated ability to manage risk, prioritize initiatives, and execute work plans in complex environments. ## Nice to have * Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 6+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 8+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR equivalent experience. * 3+ years relevant work experience within customer industry. * Information Technology Infrastructure Library (ITIL) Foundation certification or equivalent service management certification. * Project Management Institute (PMI) or equivalent Project Management certification. * Prosci or equivalent certification.