Client Success Manager

The Client Success Manager (CSM) is a senior client-facing role responsible for the commercial performance, service relationship, and ongoing value realization across Client accounts. This position is fundamentally a commercial and relationship-driven one, designed to protect and expand long-term account value. The CSM owns the client experience end-to-end and is critical for retention, renewals, and identifying opportunities for growth.

This role operates with significant autonomy, requiring a dynamic individual to serve as the trusted partner and primary point of accountability for the clients Managed Services engagement. The CSM is tasked with driving services revenue targets , ensuring the value of Ollions services is visible and measurable , and leading the full renewal lifecycle. This requires strong, cross-functional collaboration with Sales, Solution Architects, Technical Operations, and Delivery to ensure alignment on account strategy and execution.

This role will be a full time, work from office position. It is not a remote role.

Client Relationship and Value Management

The CSM acts as the clients primary point of contact, maintaining a consistent communication rhythm with stakeholders at all levels. Key responsibilities include:

• Deeply understanding the client s business context, technology environment, risks, and priorities.

• Ensuring commitments and priorities are well understood by advocating for the client internally.

• Presenting cloud recommendations and cost savings opportunities to the client

Commercial Ownership, Renewals & Account Growth

This role is paramount in driving revenue growth and commercial health. The CSM will:

• Own the full renewal lifecycle, which includes shaping renewal strategy, developing pricing scenarios, and leading discussions.

• Identify upsell and cross-sell opportunities by analyzing client roadmaps, adjacent needs, and service maturity trends.

• Champion expansion across all Ollion capabilities (Managed Services, Project Services, Cloud, Data, Strategy, etc.).

• Monitor account-level commercial metrics, including margin performance, cost drivers, and service profitability.

• Validate monthly client billing for accuracy and monitor reports for past-due invoices.

Service Performance & Governance

The CSM governs the ongoing service experience to ensure stability and alignment with commitments. This includes:

• Governing the service experience through Quarterly/Monthly Business Reviews (QBRs/MBRs), SLA reporting, and service strategy reviews.

• Overseeing communication during major incidents, ensuring clarity, speed, escalation, and follow-through.

• Owning service governance activities such as DR tests, game days, and change coordination, ensuring execution in line with contractual scope.

• Proactively managing exceptions and escalating scope variations where required.

Continuous Improvement & Internal Collaboration

The role requires a focus on improving service quality and aligning internal efforts to client needs. The CSM will:

• Lead or influence internal initiatives that lift our service quality and operational maturity.

• Proactively flag delivery risks, scope drifts, or emerging client needs.

• Represent the voice of the customer to inform our sales process and product roadmap.

• Validate service scopes, commercial models, and SLAs for new or expanded work before they are committed.

Success in this role is measured by critical commercial and relationship metrics:

• Renewal rates and the size/timing of successful renewals.

• Upsell and cross-sell influence and conversion.

• Account gross margin and commercial health.

• Client satisfaction, NPS, and escalation reduction.

• Consistent delivery of SLAs and service outcomes.Qualifications

Expertise you bring

Qualifications

• Senior-Level Client Management: 4+ years demonstrated experience in a senior client-facing role , managing the end-to-end client experience, retention, and expansion for a portfolio of accounts. 10+ years overall client management experience.

• Commercial Ownership: Proven accountability for commercial performance and driving services revenue targets , including owning and executing the full renewal lifecycle (strategy, pricing, negotiation).

• Managed Services Context: Experience as the primary point of accountability for a clients Managed Services engagement , including governing the service experience through QBRs/MBRs, SLA reporting, and contractual scope adherence.

• Revenue Growth & Upselling: Strong ability to identify upsell and cross-sell opportunities and champion expansion across a range of technical capabilities (Cloud, Data, Strategy, Project Services, etc.).

• Financial Acumen: Practical experience monitoring and improving account-level commercial metrics, such as margin performance, cost drivers, and service profitability, including billing validation.

• Cross-Functional Collaboration: History of strong, cross-functional collaboration with Sales, Solution Architects, Technical Operations, and Delivery teams to align on account strategy and execution.

• Technical Aptitude: Demonstrates Technical Aptitude and the ability to understand a clients technology environment and present technical recommendations (e.g., cloud recommendations, cost savings opportunities)

Certifications (Preferred)

• Project & Service Governance: Certification in a recognized project management or service delivery methodology is highly desirable, such as:

  • Project Management Professional (PMP)

  • Certified ScrumMaster (CSM) or other SCRUM/Agile Certification

At Ollion, success is built on these core strengths, which guide how we work and grow together:

• Accountability - Demonstrates ownership and responsibility for actions, decisions, and outcomes.

• Adaptability: Being adaptable to evolving business needs, unplanned challenges and embody a collaborative all hands on-deck mentality when necessary.

• Ambition - Exhibits drive, initiative, and a commitment to personal and professional growth.

• Business Acumen - Understands complex business concepts, challenges, and opportunities, applying insights to make informed decisions and support organizational goals.

• Detail-Oriented - Pays meticulous attention to every aspect of tasks or situations, ensuring accuracy and thoroughness.

• Innovative - Demonstrates creativity and openness to unconventional approaches, encouraging new ideas and solutions.

• Organized - Employs structured, methodical work habits to manage multiple priorities and meet deadlines effectively.

• Persistence - Maintains focus and determination, overcoming obstacles to achieve objectives.

• Technical Aptitude - Demonstrates expertise in specialized technical areas, applying knowledge effectively to solve complex problems and innovate.