The Customer Success Manager is responsible for building a relationship with the client, gaining knowledge of their business, and understanding their project goals and objectives. They are focused on ensuring the success of the project, and are not solely focused on the process of managing the team.

The Customer Success Manager must be capable of managing a team effectively to ensure that the project is delivered within the parameters of time, cost, and quality. They will facilitate the development of the solution or product, and support the client throughout the delivery process to ensure the full engagement of business stakeholders.

This role is of particular significance for complex projects or enterprise transformation programs that may present numerous challenges and dependencies. The Customer Success Manager will need to navigate and support the VRP delivery team in addressing these challenges while ensuring the success of the project. In summary, the Customer Success Manager position involves a customer-focused approach to consulting engagements, with a strong emphasis on managing teams and facilitating successful project delivery.

Responsibilities:

• Ownership of 8-10 accounts, 
• Working closely with sales and delivery teams
• Building relationships and understanding of client business, objectives, and roadmaps
• Proactively look for opportunities to expand the business with the client and increase revenue
• Customer retention & renewal
• CRS + extension SOWs (within rate card and commercial parameters)
• Salesforce Opportunity pipeline mgmt
• Escalation path from client or Delivery Manager / Project Manager
• Client account planning and Quarterly Business Reviews
• Approving SF customer stories and VRP case studies
• Requesting CSATs (by logging projects in the SF partner portal)
• Maintain customers as active references 
• Invoice approvals
• Unbilled time/investment requests
• Project expenses and resourcing approvals
• Account status and milestone monitoring