The Customer Success Manager is responsible for managing and developing long-term customer relationships across ZainTECH's Managed Services portfolio, ensuring customer satisfaction, service continuity, contract retention, and recurring revenue growth. The role serves as the primary post-sales relationship owner for an assigned portfolio of enterprise customers, ensuring that contracted services are effectively delivered, consumed, billed, and renewed in accordance with customer expectations and commercial commitments.
Working closely with Account Management, Managed Services, Technical Delivery, Finance, and other internal stakeholders, the Customer Success Manager translates operational performance and customer requirements into actionable improvements and commercial opportunities. The role drives customer engagement, service governance, contract renewals, account health monitoring, and revenue expansion while maintaining clear ownership of customer escalations.
Responsibilities:
Customer Relationship Management & Escalation Handling
Own customer escalations end to end, coordinating with Delivery, Account Management, and vendors as required, while ensuring clear and timely customer communication.
Ensure all customer concerns, including technical, commercial, and billing-related issues, are logged in ServiceNow within one business day, with a clearly assigned owner.
Acknowledge customer concerns on the same day, align internally on the proposed response, and document all commitments.
Escalate repeated or unresolved issues to the Head of Managed Services and keep the Customer Success Lead informed.
Review all Poor CSAT responses within five working days, agree on corrective actions with the responsible teams, and monitor them through to closure.
Service Governance & Account Health Management
Conduct service reviews and executive reviews in accordance with customer service tiers, ensuring meeting minutes and action items are documented and shared with customers.
Record customer concerns raised during service reviews as ServiceNow cases and flag them appropriately for escalation.
Monitor account health across service performance, open escalations, commercial standing, and customer relationships, identifying at-risk accounts and reporting them during monthly portfolio reviews.
Conduct regular cost and consumption reviews for cloud customers in collaboration with Managed Services and present optimization recommendations to customers.
Revenue Growth & Account Development
Drive recurring revenue growth from the existing customer portfolio, targeting a minimum year-on-year growth of 15%.
Maintain account plans for all High Touch customers, mapping currently consumed services against the ZainTECH service catalogue and identifying quarterly upselling opportunities.
Identify and qualify upselling and cross-selling opportunities, coordinating with Account Management and Presales within five working days and ensuring opportunities are recorded in the CRM / ServiceNow.
Collaborate with Account Management and Presales to support commercial expansion opportunities, while ensuring ownership of quotations and pricing remains with the Account Manager.
Engage customers within ten working days when Operations identify workload peaks or consumption anomalies, agreeing on appropriate upselling or remediation actions and documenting the resulting decisions and revenue impact.
Delivery Readiness & Service Handover
Provide Tower Leads, NOC, Service Desk, and Professional Services teams with a rolling 30/60/90-day forecast of won and expected work to support resource planning and delivery readiness.
Manage the transition of customers from Sales and Projects to Managed Services, ensuring all required documentation is completed before go-live.
Ensure service handovers include signed Statements of Facts (SOF), agreed scope, SLAs, customer contacts, expected consumption against estimates, and completed onboarding checklists.
Coordinate with internal…