Senior Client Success Manager

AHEAD•Tampa, FL

3d•$160,000 - $190,000

About The Position

The Senior Client Success Manager (Sr. CSM) owns executive-level relationships and is accountable for protecting and expanding long-term client value. The role acts as a strategic partner to clients, ensuring measurable business outcomes, proactive risk mitigation, and strong financial performance of the account. The Sr. CSM leads by modeling ownership, accountability, and cross-functional alignment. The position combines executive relationship leadership, strategic account planning, value communication, risk and service governance, financial ownership, and operational leadership. The Sr. CSM also mentors Client Success Managers, drives initiatives to improve customer satisfaction and operational efficiency, and contributes to the continuous improvement of the services organization.

Requirements

5–7 years of IT Service Account Management or Service Delivery experience, including leadership responsibilities.
ITIL Foundation Certification is required.
Bachelor’s degree is required.
Good understanding of IT Service Management processes and procedures.
Good understanding of IT Project Management principles and techniques.
Ability to manage change and engage team members.
Ability to provide direction and leadership to others.
Facilitation and communication skills, including excellent presentation skills.
Ability to manage and escalate client issues and adjust task priorities.
Comfort communicating and interacting with C-level customer stakeholders.
Proficiency in MS Office, including creating and modifying Word documents; creating and modifying Excel pivot tables, manipulating data, and creating charts and graphs; and creating and modifying PowerPoint presentations.
Advanced understanding of IT Service Management and Project Management principles.
Proven ability to lead teams and manage complex client relationships.
Exceptional communication and executive presentation skills.
Ability to influence stakeholders and drive strategic outcomes.
Strong analytical and problem-solving skills.

Nice To Haves

ITIL Intermediate or Expert Certification.
PMP or equivalent project management certification.
Master’s degree.

Responsibilities

Act as a senior customer advocate and strategic advisor while balancing client advocacy with business discipline.
Own executive- and buyer-level relationships, including relationships with economic buyers, sponsors, and influencers.
Build relationships with key customer staff, account management, and Managed Services leadership.
Lead high-level client engagements, including executive business reviews (QBRs/EBRs), strategic planning sessions, and executive briefings.
Set and reset expectations for service quality, availability, and timeliness, and address conflicts and escalations directly, respectfully, and early.
Serve as the executive escalation point for critical incidents and heightened states.
Understand client business objectives, success metrics, and strategic priorities, and align managed services delivery to those outcomes.
Establish and execute strategic account plans aligned to client business priorities.
Articulate and quantify delivered value in business terms, connecting service performance to client KPIs and outcomes.
Ensure compliance with Service Level Agreements and proactively manage risk, including maintaining a risk register and identifying early warning indicators.
Lead recovery strategies for accounts in heightened or at-risk states.
Manage Root Cause Analysis processes and participate in Priority events as needed.
Work with clients and delivery teams to identify and implement service improvement plans.
Translate customer requirements into prioritized service and project requests.
Report and communicate service operations and performance to relevant stakeholders, ensuring incident, performance, and billing reports are delivered on agreed schedules.
Own account-level financial performance, including margin awareness.
Be accountable for retention, renewal strategy beginning 12 months prior, expansion, and revenue growth.
Drive cross-sell, upsell, and PCR opportunities aligned to value realization, and partner with sales leadership on account growth strategy.
Partner with finance to ensure true-ups and billing accuracy.
Understand contractual obligations and protect company interests.
Drive alignment across client stakeholders and internal teams, serving as the primary coordination point across delivery, account, and client teams.
Participate as an active member of the Change Advisory Board, ensuring changes are assessed, approved, communicated, implemented, and reviewed in a controlled manner.
Ensure operational compliance and service governance standards are upheld.
Mentor and coach Client Success Managers to develop leadership and service delivery skills.
Drive strategic initiatives to improve customer satisfaction and operational efficiency.
Assist with development and continuous improvement of the services organization.
Provide thought leadership in IT Service Management best practices.
Perform other duties as assigned.