Customer Success Account Manager (CSAM)
Core
Own customer success plans, drive delivery roadmaps, manage critical escalations, and govern technical health for enterprise accounts.
Role type
Senior Customer Success Account Manager (CSAM)
Builds
Customer success plans, delivery roadmaps, risk registers, governance models, and value evidence reports.
Domain
IT Services / Enterprise Account Management
Deliverable
client delivery
Required skills
Strategic account planning, critical escalation management, technical health governance, project and program management, commercial strategy, stakeholder mapping, risk and issue management, multi-workstream coordination, executive communication.
Preferred skills
Experience with large enterprise or public-sector accounts, multi-vendor environment management, commercial number ownership (renewals/consumption), formal governance execution.
Technologies
ITIL, PMI frameworks
Responsibilities
Maintain customer success plans and delivery roadmaps; act as single point of contact for critical escalations; govern technical health and drive remediation; define scope and sequence project roadmaps; run governance models (operational reviews, steering forums); own renewal strategy and value narrative; map and grow stakeholder networks from IT ops to C-level.
Seniority
Senior, hands-on IC