Sr. Director, CSM

Key Responsibilities

• Client Success Leadership
• Define and execute the Client Success strategy across onboarding, service delivery, performance management, and renewals.
• Lead, mentor, and grow a high-performing team of Client Success Managers (CSMs) and Directors.
• Establish and refine success metrics, KPIs, and reporting structures.
• Responsible for overall customer experience for Managed Services clients.
• Perform audits to evaluate team interactions with customers.
• Serve as an escalation point for customer satisfaction issues.
• Build strong relationships with key customer stakeholders.
• Drive profitability in client accounts through regular management and monitoring.
• Create and share reports on customer satisfaction, contract retention, and revenue growth.
  

Client Retention & Growth

• Responsible for client renewals and identifying upsell opportunities within current accounts.
• Develop strategies to proactively manage client health, renewals, and upsells.
• Serve as an executive sponsor for strategic accounts.
• Drive cross-sell and up-sell opportunities by aligning client goals with broader service capabilities.
  

Operational Excellence - Service Delivery & Performance Management

• Partner with service delivery teams to ensure SLAs, KPIs, and milestones are consistently met or exceeded.
• Drive the creation and enhancement of playbooks, lifecycle frameworks, and QBR processes.
• Continuously optimize client journey maps to reduce churn and enhance satisfaction.
• Track and report delivered margin, CSAT, incident trends, and escalations.
  

Contract Compliance & Management

• Serve as the primary owner of contract compliance for assigned managed services accounts, ensuring all deliverables, service levels, scopes, pricing, and obligations outlined in the MSA/SOW are met or exceeded.
• Regularly audit service delivery against contractual commitments (SLAs, KPIs, reporting cadences, credit/penalty clauses) and proactively identify and resolve any risks of non-compliance.
• Collaborate closely with Delivery, Operations, Finance, and Legal teams to maintain accurate contract records, track amendments, renewals, upsell opportunities, and termination/expiration dates.
• Conduct quarterly (or agreed-frequency) contract review meetings with customers to present compliance status, review performance against obligations, and document any required changes or escalations.
• Monitor and enforce customer responsibilities under the contract (e.g., providing access, timely approvals, payment terms) and escalate internally/externally when obligations are not met.
• Prepare and deliver contractual reports, compliance dashboards, and remediation plans to both internal stakeholders and customers, highlighting risks, credits owed, or scope creep.
• Identify and document out-of-scope requests or consumption exceeding contractual limits; drive the change-order process to protect revenue and margins while maintaining customer satisfaction.
• Act as the escalation point for any contract-related disputes, working with Legal and senior leadership to achieve fair and rapid resolution in line with contractual terms.
  

Continual Service Improvement (CSI)

• Lead the Continual Service Improvement process for assigned managed services accounts, systematically identifying, prioritizing, and driving initiatives that increase service quality, efficiency, and customer perceived value.
• Conduct regular service performance reviews using SLA/KPI data, incident trends, customer feedback, and operational metrics to uncover improvement opportunities and prevent recurring issues.
• Own the creation, tracking, and reporting of the CSI Register/Plan for each account, ensuring measurable improvement actions are documented, assigned, progressed, and closed with clear business impact.
• Facilitate root-cause analysis (RCA) workshops with Delivery, Engineering, and the customer after major incidents or chronic problems, translating findings into preventive and permanent improvement actions.
• Proactively benchmark service performance against industry standards and internal best practices, recommending and implementing innovations, automation, or process changes that reduce cost-to-serve or improve outcomes.
• Partner with customers to co-develop and execute joint improvement roadmaps, securing their buy-in and resources where needed to achieve mutual goals (e.g., faster response times, higher automation rates, reduced ticket volume).
• Measure and report the tangible business value delivered through CSI efforts (e.g., % reduction in incidents, MTTR improvement, cost savings, CSAT/NPS uplift) in every Quarterly Business Review.
• Champion a culture of continual improvement internally by sharing lessons learned, success stories, and reusable solutions across the wider Delivery and CSM teams.
  

Cross-Functional Collaboration

• Act as the voice of the client internally.
• Collaborate with Marketing, Product, and Delivery to ensure a unified “One AHEAD” experience.
• Support pre-sales with proposals, SOWs, and transition planning.
  

Qualifications

• Education
• Bachelor’s degree in information systems, Information Technology, Engineering, Business Management, Computer Science, or related field.
  

Experience

• 10+ years in management roles with people leadership responsibilities
• 15+ years in Service Delivery Management or Project Management in a multi-customer services environment.
• 15+ years’ experience with ITIL processes; ITIL v4 Foundation preferred.
  

Technical Knowledge

• Understanding of computer infrastructure, networking, cloud, server, and virtualization technologies.
• Familiarity with project management; PMP certification preferred.
  

Skills & Competencies

• Core Skills
• Excellent verbal and written communication.
• Strong problem-solving and analytical skills.
• Ability to organize, prioritize, and manage multiple workstreams.
• Strategic and tactical thinking capability.
• Relationship management and conflict resolution skills.
• Ability to work with minimal supervision.
• Strong account management and customer service orientation.
• Success Characteristics
• Analytical and relationship driven.
• Change advocate with strong diplomacy.
• Self-starter with strong planning and organizational abilities.
• Integrity, enthusiasm, accountability, and respectfulness.
• High focus on quality, timely delivery, and customer satisfaction.
• Ability to thrive in a dynamic work environment, including flexibility for off-hours work.