Customer Success Manager

Job Description

Job Title: Customer Success Manager Job Role: We are looking for an experienced Customer Success Manager to manage client relationships, drive account growth, ensure delivery success, support Statement of Work (SOW) creation, and formally close customer projects with measurable outcomes. A strategic, client-facing role responsible for growing existing accounts (account farming), ensuring delivery success, supporting Statement of Work (SOW) creation, and formally closing customer projects with measurable outcomes. Account Farming & Revenue Growth: • Identify and pursue upsell and cross-sell opportunities within existing accounts to drive revenue growth. • Conduct regular business reviews to surface new needs aligned to client goals. • Maintain a healthy account expansion pipeline in CRM; track whitespace and expansion signals. • Collaborate with Sales and Pre-Sales teams to develop account growth strategies. Business Reviews & Customer Engagement: • Plan and facilitate structured business reviews on agreed cadences — weekly check-ins, monthly service reviews, and Quarterly Business Reviews (QBRs). • Lead QBR conversations at senior stakeholder level, presenting value delivered and aligning on next-quarter priorities. • Use monthly reviews to track progress against the customer success plan and surface early warning signs. Project Closure & Handover: • Lead formal project closure activities including client sign-off, deliverable acceptance, and lessons learned. • Conduct closure meetings to confirm all SOW obligations have been met and document outcomes. • Gather end-of-project CSAT/NPS feedback and share insights with Delivery and Leadership teams. • Identify next engagement opportunities at closure — renewals, follow-on projects, or expanded scope. • Ensure smooth transition to BAU support or Managed Services post-project. Statement of Work (SOW) Support: • Partner with Delivery and Pre-Sales teams to define scope, deliverables, timelines, and commercials for new SOWs. • Review SOWs with clients to ensure alignment, manage expectations, and gain sign-off. • Track SOW amendments and change orders; flag scope creep and commercial risks early. Relationship Management: • Serve as primary point of contact for assigned accounts throughout the lifecycle. • Proactively manage risks and escalations before they impact delivery or satisfaction. • Onboard new clients and guide them through initial service adoption. Reporting & Governance: • Prepare and present account health reports for internal stakeholders. • Maintain accurate and up-to-date account records in CRM at all times. • Collaborate with Delivery, Operations, and Finance on account governance. • Contribute to team-level reporting on portfolio health and expansion pipeline. Experience: • 5+ years in Customer Success, Account Management, or IT Delivery roles. • Proven track record of growing accounts through farming in an IT services environment. • Experience facilitating QBRs and senior business reviews with measurable outcomes. • Hands-on experience writing or co-authoring Statements of Work. • Experience formally closing IT projects and managing client acceptance. Skills: • Strong commercial acumen and understanding of IT services contracts. • Excellent communication, facilitation, and senior stakeholder management. • Ability to translate technical delivery into business value for clients. • Proficiency in CRM tools (Salesforce, HubSpot). • Organised, structured, and comfortable managing multiple accounts simultaneously. Key Metrics: • Customer Retention Rate (Renewal Rate) • Net Revenue Retention (NRR) • Customer Satisfaction (NPS/CSAT) • Product/Service Adoption Rates • QBR Completion Rate About Zapcom: Zapcom is a global technology services company focused on crafting meaningful digital solutions that transform businesses. Driven by agility, innovation, and a customer-first mindset, we work with clients across the US, India, Europe, Canada, and the MENA region. We specialize in building modern platforms and digital products for industries such as airlines, travel, hospitality, BFSI, retail, and healthcare. Our product-first approach means we think like product owners, design like architects, and test like customers—ensuring scalable, high-quality solutions. Our builder-led culture and dual-factory delivery model enable us to deliver impact at speed, grounded in ownership, transparency, and focused execution. At Zapcom, you’re trusted to lead, encouraged to take initiative, and empowered to shape solutions that are used by millions worldwide.