Retail Client Success Manager- Cincinnati-OH

DXC Technology•TW2OH - Teleworker/Offsite-USA-OH, OH

1d•$119,900 - $222,700•Hybrid

About The Position

The Client Success Manager (CSM) is a pivotal role responsible for driving client satisfaction, fostering account growth, and ensuring operational excellence within client engagements. This role focuses on managing all aspects of service delivery, advocating client needs, and collaborating cross-functionally to achieve desired outcomes. The CSM is responsible for key performance indicators including TCV, revenue, contract margin, and client satisfaction, while also playing a vital role in driving client retention and overall account success. DXC Technology is a leading enterprise technology and innovation partner delivering software, services, and solutions to global enterprises and public sector organizations — helping them harness AI to drive outcomes at a time of exponential change with speed. With deep expertise in Managed Infrastructure Services, Application Modernization, and Industry-Specific Software Solutions, DXC modernizes, secures, and operates some of the world's most complex technology estates.

Requirements

Proven experience in client relationship management, demonstrating the ability to build, maintain, and leverage trusted partnerships to grow accounts.
Experienced Senior Client Success Manager with clients within Healthcare/Science & Retail Industry
Authorized to work in the Us without requiring sponsorship now nor in the future
Strong background in delivery excellence and full lifecycle project leadership, with a track record of on-time, high-quality execution within budget.
Ability to demonstrate value realization and business impact, showcasing a clear understanding of ROI for clients — turning their requirements into reality while understanding market trends and clients’ competitors’ activities to offer the best solutions.
Experience in account growth and expansion, including successful renewals and up/cross-sells.
Demonstrates exceptional capability in internal orchestration and cross-functional collaboration, aligning diverse teams to deliver shared objectives while effectively managing risk, leading account escalations, and driving internal change initiatives.
Demonstrates resilience and a customer-first mindset, with the ability to adapt under pressure and prioritize client needs.
Demonstrates a commitment to continuously strengthening digital acumen, maintaining awareness of emerging AI and technology adoption trends, and applying this knowledge to clearly articulate DXC’s offerings and boundaries.

Responsibilities

Being Responsible for and owning ALL aspects (both project and run) of CES delivery on the account, including contract renewal, client satisfaction, profitability, resourcing, oversight of billable roles assigned to the account and service level agreements, thereby ensuring consistent high-quality execution across all engagements and meeting margin expectations.
Collaborating effectively with other offerings to deliver a consistent, full-stack experience for the account when needed, ensuring coordinated communication and clear ownership across all product deliverables from delivery through maintenance.
Carrying responsibility for on-account growth, focusing on driving opportunities, including pipeline development, proactive solutioning, change control and accurate forecasting of revenue and contract margin.
Serving as the central lead for all account activities outside of sales and Client Partner (CP) responsibilities, driving alignment and execution across internal and client-facing teams, and providing strategic oversight and progress reporting to the CSM Leader.
Drive effective client partnership by aligning on resourcing strategy—ensuring clients assign capable, knowledgeable resources that complement DXC teams, and intervening strategically to resolve resourcing gaps or constraints.
Drive financial governance by ensuring disciplined cash collection, proactively addressing AR challenges, and serving as the key decision-maker for issue resolution.
Ensure delivery and commercial compliance by partnering with Project Managers to meet contractual obligations, maintain accurate internal systems, manage change controls, and drive post-project learning and improvement.
Collaborate effectively with peer CSMs—particularly within multi-layered or large account environments—to ensure consistent client engagement, coordinated delivery, and seamless sharing of insights and account intelligence.
Serving as the voice of the client within CES, advocating for their needs and expectations, aligning delivery teams to client priorities and desired outcomes acting as the central point of escalation for client issues.
Driving operational excellence on the account, implementing governance structures, tracking key performance indicators (KPIs) and identifying areas for continuous improvement.
Collaborating closely with cross-functional teams (e.g., delivery, sales, marketing, and product) to align on client objectives, escalate risks, and surface new opportunities for value creation.
Deep understanding of CES and DXC offerings to ensure DXC solutions are driven to the needs of the client.