{"id":3900864,"url":"https://alion.io/job/ahead-senior-client-success-manager","title":"Senior Client Success Manager","company":{"id":3614,"name":"AHEAD","domain":"ahead.com","url":"https://alion.io/company/ahead","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"B","score":73,"open_postings":36,"ghost_share":0,"stale_share":0.861,"repost_share":0,"time_to_fill_p50_days":76,"computed_at":"2026-11-09T06:03:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Orlando, United States","Tampa, United States","Miami, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":160000,"max":190000,"currency":"USD","period":"year","gross":null,"usd_annual":190000},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"Microsoft Excel","optional":false},{"name":"Microsoft Office","optional":false},{"name":"PCR","optional":false}],"status":"live","first_seen_at":"2026-11-06T20:22:23Z","employer_posted_date":"2026-11-06","last_verified_at":"2026-11-09T11:36:34Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"The Senior Client Success Manager (Sr. CSM) owns executive-level relationships and is accountable for protecting and expanding long-term client value. This role operates as a strategic partner to the client, ensuring measurable business outcomes, proactive risk mitigation, and strong financial performance of the account. The Sr. CSM leads from the front - modeling ownership, accountability, and cross-functional alignment.\nDuties / Responsibilities\nRelationship & Executive Leadership\nActs as a senior customer advocate and strategic advisor, balancing client advocacy with business discipline.\n\nOwns executive and buyer-level relationships (economic buyers, sponsors, influencers).\n\nBuilds strong relationships with key customer staff, account management, and Managed Services leadership.\n\nLeads high-level client engagement, including executive business reviews (QBRs/EBRs).\n\nSets and resets expectations of service quality, availability, and timeliness - no surprises.\n\nNavigates conflict and escalation directly, respectfully, and early.\n\nServes as the executive escalation point for critical incidents and heightened states.\n\nParticipates in strategic planning sessions and executive briefings.\n\nValue Storytelling & Risk Management\nEstablishes a deep understanding of client business objectives, success metrics, and strategic priorities, and aligns managed services delivery to those outcomes.\n\nEstablishes and executes strategic account plans aligned to client business priorities.\n\nArticulates and quantifies value delivered in business terms, connecting service performance to client KPIs and outcomes.\n\nEnsures compliance with Service Level Agreements and proactively manages risk.\n\nMaintains a proactive risk register and identifies early warning indicators.\n\nLeads recovery strategies when accounts enter a heightened or at-risk state.\n\nManages Root Cause Analysis processes and participates in Priority events as needed.\n\nWorks with clients and delivery teams to identify and implement service improvement plans.\n\nTranslates customer requirements into prioritized service and project requests.\n\nReports and communicates service operations and performance to relevant stakeholders.\n\nEnsures reports (incident, performance, billing) are delivered on agreed schedules.\n\nFinancial Ownership & Growth\nOwns account-level financial performance, including margin awareness.\n\nAccountable for retention, renewal strategy (beginning 12 months prior), expansion, and revenue growth.\n\nDrives growth through cross-sell, upsell, and PCR opportunities aligned to value realization.\n\nPartners with sales leadership to influence account growth strategy.\n\nEnsures true-ups and billing accuracy in partnership with finance.\n\nUnderstands contractual obligations and protects company interests.\n\nDrives alignment across client stakeholders and internal teams.\n\nServes as an active member of the Change Advisory Board, ensuring changes are assessed, approved, communicated, implemented, and reviewed in a controlled manner.\n\nEnsures operational compliance and service governance standards are upheld.\n\nServes as the primary coordination point across delivery, account, and client teams.\n\nOperational Leadership & Governance\nMentors and coaches Client Success Managers to develop leadership and service delivery skills.\n\nDrives strategic initiatives to improve customer satisfaction and operational efficiency.\n\nAssists with development and continuous improvement of the services organization.\n\nProvides thought leadership in IT Service Management best practices.\n\nResults-driven and outcome-oriented - accountable for making things happen.\n\nOther duties as assigned\n\nLeadership Principles in Action\nSeek First to Understand: Listen before responding. Ask questions before offering solutions. Context beats reaction every time.\n\nAssume Positive Intent: Start from the belief that teammates and clients are trying to do the right thing, even when things go wrong.\n\nCoachable: Open to feedback, willing to adjust, and committed to getting better - not proving you are right.\n\nOutcome-Oriented: Focused on client outcomes and business impact - not just tasks, tickets, or activity.\n\nOwnership Mentality: If it touches the client experience, it’s our problem to solve - no silos, no finger-pointing.\n\nClear & Direct Communicators: Say the hard things early, respectfully, and clearly - internally and with clients.\n\nDon’t Win Individually by Losing Collectively: Build credibility by representing the company well - never at the expense of your teammates or delivery teams.\n\nConsistently Positive (Not Naïve): Optimistic, steady, and solutions-focused - even under pressure.\n\nTrust Builders: Reliable, prepared, and transparent. Do what you say you’ll do, every time.\n\nBe Curious: Genuinely interested in the client’s business, people, and priorities - not just the contract.\n\nAligned as One Team: Success is shared. Wins are collective. Misses are learned from together.\n\nEducation and Experience\nMinimum Required - 5-7 years of IT Service Account Management or Service Delivery experience, including leadership responsibilities.\n\nITIL Foundation Certification required; ITIL Intermediate or Expert preferred.\n\nPMP or equivalent project management certification strongly preferred.\n\nBachelor’s degree required; Master’s degree preferred.\n\nPreferred - Undergraduate degree and 2-4 years relevant experience preferred\n\nKnowledge, Skills and Abilities\nGood understanding of IT Service Management processes and procedures\n\nGood understanding of IT Project Management principles and techniques\n\nGood ability to manage change and engage team members\n\nGood ability to provide direction and leadership to others\n\nGood facilitation and communication skills\n\nExcellent presentation skills\n\nAbility to manage and escalate client issues\n\nAbility to react and adjust priorities of tasks\n\nComfortable in communicating and interacting with C-level customer stakeholders\n\nProficient in MS Office:\n\nMS Word - must be able to create and modify documents\n\nMS Excel - create and modify pivot tables, manipulate data, create charts and graphs\n\nMS Power Point - create and modify presentations\n\nAdvanced understanding of IT Service Management and Project Management principles.\n\nProven ability to lead teams and manage complex client relationships.\n\nExceptional communication and executive presentation skills.\n\nAbility to influence stakeholders and drive strategic outcomes.\n\nStrong analytical and problem-solving skills.\n\nProficiency in MS Office Suite (Word, Excel, PowerPoint).\n\nPhysical Requirements\nThe physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions, in accordance with the Americans with Disabilities Act (ADA), the Family Medical Leave Act (FMLA), and other applicable federal, state, and local laws.\nPerformance of Essential Functions: Ability to safely and effectively perform all essential job functions listed herein while meeting established productivity and quality standards.\n\nAttendance: Ability to maintain regular and predictable attendance, consistent with ADA, FMLA, and other applicable requirements. Includes ability to safely and reliability travel to and from an office and/or client work site, as required.\n\nWork Environment: Ability to perform job duties at customer sites or in data center environments which may include:\n\nStanding, walking, bending, and lifting or moving equipment weight up to fifty (50) pounds.\n\nWorking in areas with fluctuating temperatures, including warm and cold environments, both indoors and outdoors.\n\nExposure to production environments that may include higher noise levels, bright lighting, and varying airflow.\n\nManual Dexterity: Ability to use hands and fingers to handle, feel, or operate objects, tools, or controls, and reach with hands and arms, as needed.\n\nCommunication Skills: Ability to hear, listen, and communicate clearly while performing job duties.\n\nPhysical Requirements Frequency\n\nRequirement\n\nNever\n\nOccasionally\n.25 - 2.5hrs Daily\n\nFrequently\n2.5 - 5.5hrs Daily\n\nContinuously\n5.5 - 8.0hrs Daily\n\nSit\n\nX\n\nStand\n\nX\n\nLift/Carry\n\n0 - 10lbs\n\nX\n\n10 - 20lbs\n\nX\n\n20 - 50lbs\n\nX\n\n50 - 100lbs\n\nX\n\nOver 100lbs\n\nX\n\nWalk\n\nX\n\nDrive\n\nX\n\nReach Above\n\nX\n\nBend/Stoop\n\nX\n\nTemperature Fluctuations\n\nX\n\nHeat (>79*)\n\nX\n\nCold (\n\nX\n\nExposure to Elements\n\nX\n\nTravel\n\nX\n\nUse Hands for Pushing/Pulling\n\nX\n\nFine Manipulation\n\nX\n\nStress Level\n\nLow\n\nModerate\n\nHigh\nX\n\nVery High","description_format":"text","description_chars":8617,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Consulting & Digital Transformation","Managed IT Services (MSP)","AI Consulting & Integration","Cloud Consulting & Migration"],"lifecycle":[{"event":"open","at":"2026-11-07T00:43:54Z"}],"visa":[{"country":"US","licensed_sponsor":true,"adverts_offering_sponsorship_24m":0,"sanctioned_now":false,"evidence":"H-1B filings in 12 months: 23 · green card filings: 4","filings_12m":23,"filings_prev_12m":21,"green_card_filings_12m":4,"median_offered_wage_usd":151759,"route":null,"cap_exempt":false,"checked_at":"2026-11-09T07:32:21+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":2,"expected_fill_days":76,"reasons":["conf:3","stale_co","velocity","win:early","comp:brand"],"computed_at":"2026-11-09T06:03:00Z"},"pay":{"stated_usd_annual":190000,"is_top_pay":true},"html_url":"https://alion.io/job/ahead-senior-client-success-manager","json_url":"https://alion.io/job/ahead-senior-client-success-manager.json","meta":{"generated_at":"2026-11-09T14:13:45Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"assistant_verified","counted_by":"address","units_charged":1,"used_today":4144,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-10T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3614},"rest":"https://alion.io/mcp/rest/get_company?id=3614"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fahead-senior-client-success-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fahead-senior-client-success-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fahead-senior-client-success-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/ahead-senior-client-success-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fahead-senior-client-success-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3900864}},{"tool":"search_jobs","arguments":{"company":"ahead.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3900864},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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