Senior Customer Success Manager

Senior Customer Success Manager

Unleash your potential: whether two years or twenty, discover rewarding journeys with us! The Senior Customer Success Manager is a skilled individual contributor responsible for supporting the success of important customer accounts, with a focus on operational excellence and customer satisfaction. In this role, the Senior CSM works closely with enterprise clients to help drive positive outcomes, support service delivery, and contribute to account retention and growth through effective relationship management. The Senior CSM assists in managing the relationship lifecycle for assigned accounts, serving as a key point of contact and collaborating with internal teams to ensure high-quality service delivery. The Senior CSM plays a vital role in supporting senior team members, executing customer success strategies, and ensuring that customer needs are met efficiently. The Senior CSM is expected to identify and escalate challenges or opportunities to senior colleagues, contribute to process improvements, and maintain strong working relationships with both customers and internal stakeholders.

Duties and Responsibilities:

• Strategic Account Management
• Customer Advocacy and Escalation Management
• Operational Excellence
• Revenue Growth and Business Impact
• Thought Leadership and Best Practices
• Reporting and Insights

Position Requirements/Qualifications:

• + Education: Bachelor's degree required; advanced degree (MBA or equivalent) preferred.
• + 6+ years of customer success, account management, or related experience in a leadership or high-impact individual contributor role, preferably in SaaS, managed services, or cloud environments.
• + 5+ years of SAP, ERP, or similar industry experience, with expertise in managing medium to large scale accounts.
• + Demonstrated ability to manage complex, high-value customer relationships and deliver successful outcomes.
• + Proven track record of driving customer satisfaction, retention, and growth in a customer-facing role.

Skills:

• + Exceptional communication, presentation, and relationship-building skills, with the ability to engage and influence executive-level stakeholders.
• + Strong strategic thinking and problem-solving abilities, with the capability to develop and execute long-term customer success plans.
• + Expertise in ITIL and/or Agile frameworks, project management methodologies, and customer success platforms.
• + Proven ability to collaborate across teams and departments to achieve customer and business goals.
• + High business acumen, with the ability to identify opportunities for revenue growth and drive value for both the customer and the company.

Thank you for your interest in NTT DATA Business Solutions! We are thrilled to offer an exceptional compensation package that includes competitive salaries, comprehensive health and dental benefits, Flexible Paid Time Off, 10 paid holidays, a 401k plan, and remote work opportunities, among many other fantastic benefits. We take great pride in our firm's high-growth trajectory and are always on the lookout for top talent to join our team. We encourage you to consider becoming a part of our dynamic and innovative organization. Thank you for your interest, and we look forward to hearing from you soon! Please note that employment with NTT DATA Business Solutions is subject to the successful completion of a satisfactory background check, and we participate in E-Verify. We kindly ask that all applications be submitted directly and not through third-party agencies. The annual base compensation range for this role will be ___________ - _________. The exact compensation at which this job is filled will be determined by a number of factors including but not limited to organizational needs and the qualified candidate's skill set, certifications, and experience.