Customer Success Account Manager (CSAM)
Core
Own customer success plans, drive delivery roadmaps, manage critical escalations, govern technical health, and ensure adoption of committed workloads for enterprise/public-sector clients.
Role type
Senior Customer Success Account Manager (CSAM)
Builds
Customer success plans, delivery roadmaps, risk registers, governance models, and value evidence reports.
Domain
IT Service Management / Enterprise Software
Required skills
Service delivery management, project and program management, stakeholder governance, commercial renewal strategy, risk management, executive communication, multi-vendor coordination, consumption tracking, compliance documentation.
Preferred skills
ITIL Foundation certification, PMP or equivalent Project Management certification, experience with large enterprise or public-sector accounts, track record of owning commercial numbers, experience leading critical escalations.
Technologies
ITIL, Unified, MACC
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 roadmaps for engagements; run governance models and produce status reports; own renewal strategy and support negotiation; map and grow stakeholder networks.
Seniority
Senior, hands-on IC