Customer Success Manager (Key Accounts)

Role Overview

Own the day-to-day commercial and operational relationship for a portfolio of live Time & Material (T&M) and Managed Services client accounts. This is a commercial and operational ownership role, distinct from project delivery; your focus is the client relationship, billing, and SLA governance, not project scope, requirements gathering, or technical delivery. You'll be the client's trusted operational point of contact, ensure the company's revenue on every engagement is properly recovered, and keep Sales, Finance, HR, and Technology aligned behind you.

Key Responsibilities

1. Key Account & Operational Governance • Own end-to-end operational governance for a portfolio of multiple concurrent client accounts. • Set up, track, and monitor SLAs for ongoing operational commitments; this is different to project milestones. • Establish structured process controls that keep every account commitment documented, tracked, and traceable.

2. Revenue Assurance & Cost Control • Ensure all costs incurred to the client and resources allocated are approved by the client and billed in a timely manner. • Identify and close revenue-leakage gaps before they become write-offs; every ad-hoc client request gets tracked, approved, and billed. • Maintain an organized, audit-ready record of approvals so nothing falls through the cracks.

3. T&M & Commercial