Customer Success Account Manager
Core
Own and maintain customer success plans and delivery roadmaps, acting as the single accountable point of contact for critical escalations and governing technical health.
Role type
Senior Customer Success Account Manager
Builds
Customer success plans, delivery roadmaps, and value evidence for enterprise accounts
Domain
IT Services & Enterprise Consulting
Deliverable
client delivery
Required skills
Service delivery management, critical escalation handling, technical health governance, adoption driving, resource coordination, executive stakeholder communication, commercial number ownership, multi-workstream program leadership
Preferred skills
ITIL Foundation, Project Management (PMI), Change Management (Prosci)
Technologies
ITIL, PMI, Prosci
Responsibilities
Drive internal bridges for critical escalations and own post-incident reviews; Govern technical health including resilience and security readiness; Prepare customer environments for critical business events; Coordinate delivery resources and partners; Support negotiation with usage data and business-outcome framing; Lead multi-workstream programs with formal governance and risk management.
Seniority
Senior, hands-on IC