Customer Success Manager

Job Summary

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.

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