Customer Success Manager

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 stakeholders to ensure operational teams are adequately staffed and certified ahead of service commencement
• Contract Management, Renewals & Offboarding Monitor customer contracts and service commitments to support timely renewals, continuity of services, and commercial compliance
• Coordinate with relevant internal teams to ensure contractual scope, service levels, and customer commitments are properly maintained throughout the service lifecycle
• Support contract-related follow-ups and identify potential risks associated with contract expiry or service continuity
• Billing, Collections & Dispute Management Conduct monthly account reviews covering contracted versus billed services, billed versus consumed services, issued invoices, collections, overdue ageing, and outstanding disputes
• Monitor account financial health using Green / Amber / Red classifications and identify potential revenue leakage, including unbilled services, expired contracts still in service, and invoices not raised against valid purchase orders
• Coordinate with Finance and customers on overdue collections, agree on payment commitments, and participate in collection reviews in accordance with the AR Collections SOP. Investigate disputed invoices against contractual agreements and service delivery records within five working days, coordinating with Finance, Professional Services, and Managed Services
• Provide recommendations to the BU Head to support the resolution of invoice disputes within the agreed ten-working-day timeframe
• Desired Candidate Profile 6+ years of experience in Customer Success, Account Management, or Service Delivery Management within managed services, cloud, or IT outsourcing environments, preferably supporting enterprise customers across the GCC. Proven track record of growing revenue from existing customer portfolios and managing contract renewals
• Strong commercial and financial understanding, including the ability to review contracts, purchase orders, invoices, ageing reports, and prepare basic account P&L analysis
• Working knowledge of cloud and managed services, including Azure, AWS, OCI, private cloud, and Microsoft 365
• Understanding of cloud cost and consumption basics (FinOps, reservations, and licensing models) Familiarity with vendor licensing models, particularly Microsoft CSP and Oracle licensing
• Experience with ServiceNow's Customer Service Management, Case Management, and Contract modules
• Experience with Salesforce CRM. Advanced level in Excel and Power BI dashboards
• Degree in IT, Engineering, or a related field, or equivalent practical experience
• Required Certifications: ITIL 4 Foundation, One cloud fundamentals certification (AZ-900, AWS Cloud Practitioner, or OCI Foundations)
• Preferred Certifications: Customer Success certification (e.g., CCSM), FinOps Certified Practitioner, or ServiceNow CSM Fundamentals