{"id":2806045,"url":"https://alion.io/job/serviqual-customer-success-manager","title":"Customer Success Manager","company":{"id":4442726,"name":"serviqual","domain":"serviqual.com","url":"https://alion.io/company/serviqual","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Keka","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Riche Terre, Mauritius"],"countries":["MU"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":45000,"max":60000,"currency":"MUR","period":"month","gross":null,"usd_annual":15288},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-06T04:48:15Z","employer_posted_date":"2026-10-06","last_verified_at":"2026-10-22T08:04:18Z","board_verified":true,"closed_at":null,"days_open":16,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":16},"description":"JobSummary\nIn 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.\nClient Portfolio Management\nOwn Managed / high-value clients portfolio.\nServe as the single non-technical point-of-contact for every routine and strategic interaction.\nProactive Relationship & Advocacy\nMaintain a regular cadence of calls, check-ins and site visits.\nLead structured Strategic Business Reviews (SBR/QBR).\nEscalate client feedback, risks and improvement ideas to internal teams.\nOnboarding & Adoption Coordination\nAttend project kick-off meetings to capture business goals.\nTrack milestones; receive the Ready-for-Support pack from PMO.\nArrange training sessions and monitor license / feature adoption.\nService Quality & Health Monitoring\nReview composite Client Health Score.\nClassify and action clients with the Service Manager.\nProvide clear updates to clients during P1/P2 incidents; review post-incident RCAs for clarity.\nRoutine Commercial Facilitation\nCapture day-to-day requests (extra devices, license changes, etc.).\nCreate a Sales Request ticket in CRM/PSA; monitor to completion.\nKeep the client informed of status and expected delivery timelines.\nRenewal & Expansion Coordination\nNinety days before contract expiry, compile a Renewal Brief (health score, utilisation data, open risks, success highlights).\nHand the brief to Sales, and support negotiation meetings as the “client voice”.\nContinuous Improvement (CIP)\nLog a CIP ticket when three similar incidents occur in 30 days.\nTrack each CIP item to closure; showcase wins in QBRs.\nSatisfaction & Feedback Loop\nEnsure CSAT surveys trigger on every ticket closure and NPS calculated regularly.\nRespond to any detractor and document corrective actions.\nRequired Profile and Qualifications\nBachelor’s degree in business, Information Technology, Sales, or a related field, or equivalent practical experience.\n2-4 years of experience in Customer Success, Account Management, or IT service environments (MSP experience is an advantage).\nExperience in a client-facing role with exposure to managing customer relationships.\nBasic understanding of Microsoft 365, cloud services, or IT environments (training can be provided).\nGood organizational and time-management skills, with the ability to handle multiple clients or tasks.\nStrong communication skills in French and English (both written and verbal).\nDetail-oriented with a structured approach to follow-ups and task management.\nAbility to prepare simple reports and maintain accurate documentation.\nComfortable using ticketing systems, CRM, or similar tools.","description_format":"text","description_chars":2816,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"French","level":"All levels","optional":false},{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-18T05:52:29Z"}],"visa":[],"liveness":{"score":62,"band":"ok","label":"Likely open","p_open":1,"p_active":0.688,"p_room":0.9,"age_days":16,"expected_fill_days":24,"reasons":["conf:1","win:mid","comp:junior"],"computed_at":"2026-10-22T06:10:10Z"},"pay":{"stated_usd_annual":15288,"is_top_pay":false},"html_url":"https://alion.io/job/serviqual-customer-success-manager","json_url":"https://alion.io/job/serviqual-customer-success-manager.json","meta":{"generated_at":"2026-10-22T10:50:34Z","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":"crawler_verified","counted_by":"address","units_charged":1,"used_today":8286,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-23T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"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":4442726},"rest":"https://alion.io/mcp/rest/get_company?id=4442726"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fserviqual-customer-success-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"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%2Fserviqual-customer-success-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"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%2Fserviqual-customer-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/serviqual-customer-success-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fserviqual-customer-success-manager"}]}