Customer Success Account Manager

Work Environment: This is a hybrid role that combines remote and in-office work. 1. Service Delivery Own and maintain the customer's success plan and delivery roadmap, refreshed with the sponsors at least quarterly. Act as the single accountable point of contact for critical escalations: drive the internal bridge, communicate business impact to executives, and own the post-incident review through to preventive action. Govern technical health — reactive support trends, recurring problem management, resilience and security readiness — and drive remediation to closure. Prepare the customer's environment ahead of critical business events (peak season, go-lives, regulatory deadlines). Drive adoption and consumption of the committed workloads, and evidence the value delivered in customer-accepted terms. Coordinate delivery resources and partners, including quality of handover, onboarding and backup coverage. Support negotiation with usage data, delivery evidence and business-outcome framing for executive stakeholders. Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 3+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 4+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 6+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 8+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR equivalent experience. 3+ years relevant work experience within customer industry. Information Technology Infrastructure Library (ITIL) Foundation certification or equivalent service management certification. Project Management Institute (PMI) or equivalent Project Management certification. Prosci or equivalent certification. Proven track record managing large enterprise or public-sector accounts, including complex, multi-vendor environments. Demonstrated experience leading critical escalations with executive exposure, and owning the outcome through to preventive action. Track record of owning or materially influencing a commercial number — renewal, consumption target or pipeline contribution. Experience running multi-workstream programs with formal governance, milestones and risk management.