About this role
Job title: Customer Success Manager
About the Role
The Customer Success Manager (CSM) is responsible for end-to-end service delivery performance, ensuring reliability, quality, and exceptional customer satisfaction across assigned service portfolios. This role blends service leadership, operational governance, and tactical coordination to ensure SLA/SLO adherence, stable production operations, and continuous improvement. The ideal candidate will partner closely with Directors, VPs, and Delivery leadership, guide reliability teams, and identify opportunities to enhance resilience, standardization, and service excellence.
What You'll Do
- To ensure value creation in the engagement.
- To manage key Program Partners / Stakeholders interests for smooth integration and implementation of the program and achievement of its objectives.
- To manage engagement profitability by managing various variables.
- To proactively engage with the client to understand the business engagements.
- To lead, manage, develop and engage the team.
- To proactively identify and mitigate risks & issues (including escalations) for delivery of the program.
What We're Looking For
- Bachelor's or Master’s degree in Engineering, IT, Computer Science, or related field.
- 8–12 years of experience in service delivery, customer success, IT operations, or reliability management.
- Strong understanding of SLA/SLO management, incident/problem governance, and service performance oversight.
- Proven experience engaging senior stakeholders and driving cross-functional initiatives.
- Hands-on experience working with operational metrics, dashboards, and service improvement programs.
- Excellent communication, executive-level presentation, and stakeholder-management skills.
- Strong analytical mindset with the ability to interpret service and performance data.
- Demonstrated ability to drive customer satisfaction and service quality enhancements.
- Experience working in Agile/Scrum or modern service delivery environments.
- Ability to lead teams through operational challenges and implement structured improvements.