Customer Success Manager

JobSummary

In the capacity of Customer Success Manager, you will be responsible for acting as the dedicated advocate and relationship owner for an assigned portfolio of managed-service and high-value clients. You will ensure day-to-day client satisfaction, timely service delivery, and seamless coordination between internal teams.

Client Portfolio Management

• Own Managed / high-value clients portfolio.
• Serve as the single non-technical point-of-contact for every routine and strategic interaction.

Proactive Relationship & Advocacy

• Maintain a regular cadence of calls, check-ins and site visits.
• Lead structured Strategic Business Reviews (SBR/QBR).
• Escalate client feedback, risks and improvement ideas to internal teams.

Onboarding & Adoption Coordination

• Attend project kick-off meetings to capture business goals.
• Track milestones; receive the Ready-for-Support pack from PMO.
• Arrange training sessions and monitor license / feature adoption.

Service Quality & Health Monitoring

• Review composite Client Health Score.
• Classify and action clients with the Service Manager.
• Provide clear updates to clients during P1/P2 incidents; review post-incident RCAs for clarity.

Routine Commercial Facilitation

• Capture day-to-day requests (extra devices, license changes, etc.).
• Create a Sales Request ticket in CRM/PSA; monitor to completion.
• Keep the client informed of status and expected delivery timelines.

Renewal & Expansion Coordination

• Ninety days before contract expiry, compile a Renewal Brief (health score, utilisation data, open risks, success highlights).
• Hand the brief to Sales, and support negotiation meetings as the “client voice”.

Continuous Improvement (CIP)

• Log a CIP ticket when three similar incidents occur in 30 days.
• Track each CIP item to closure; showcase wins in QBRs.

Satisfaction & Feedback Loop

• Ensure CSAT surveys trigger on every ticket closure and NPS calculated regularly.
• Respond to any detractor and document corrective actions.

Required Profile and Qualifications

• Bachelor’s degree in business, Information Technology, Sales, or a related field, or equivalent practical experience.
• 2-4 years of experience in Customer Success, Account Management, or IT service environments (MSP experience is an advantage).
• Experience in a client-facing role with exposure to managing customer relationships.
• Basic understanding of Microsoft 365, cloud services, or IT environments (training can be provided).
• Good organizational and time-management skills, with the ability to handle multiple clients or tasks.
• Strong communication skills in French and English (both written and verbal).
• Detail-oriented with a structured approach to follow-ups and task management.
• Ability to prepare simple reports and maintain accurate documentation.
• Comfortable using ticketing systems, CRM, or similar tools.