Manager/Senior Manager- Customer Success

Overview

We are looking for a seasoned client services leader to serve as a strategic partner to our most complex and high-value accounts. In this role, you will own the health and growth of a portfolio of enterprise clients across our Healthcare, Insurance, and Media/Marketing verticals. You will be the connective tissue between our clients' business goals and our delivery teams, ensuring we consistently exceed expectations while identifying opportunities to expand our footprint.

Role Responsibilities

As a Senior Account Manager, you will lead end-to-end client relationships at the executive and VP level, serving as a trusted advisor rather than just a vendor contact. You will be responsible for account planning, revenue forecasting, and driving organic growth through proactive identification of upsell and cross-sell opportunities. You will partner closely with our delivery, solutions, and practice leads to ensure engagements are scoped accurately and executed with quality. You will also play a meaningful role in proposal development and contract negotiations and will be expected to represent the firm at industry events and in client-facing thought leadership. Internally, you will mentor junior account managers and contribute to the development of our client engagement methodology.

Industry Expectations

Has business acumen within the assigned industry. Understands business processes, goals, and can speak across levels within the client set. Expected to build into the ability to give strategic guidance and support within the industry. Owns the assigned industry client set directly, reporting to the Client Partner for that industry.

Preferred Experience and Capabilities

• 6+ years of experience in account management, client success, or technology consulting, with significant exposure to at least one of our core verticals.
• 3+ years of experience within the assigned industry
• Demonstrated track record of growing a book of business - experience managing and expanding accounts with $2M+ in annual revenue preferred
• Executive presence and confidence engaging with C-suite and VP-level stakeholders, with the ability to build trusted, long-term relationships
• Strong commercial acumen, including experience with contract negotiations, SOW development, revenue forecasting, and pipeline management
• Ability to translate complex technical capabilities and consulting solutions into clear, compelling business value for clients
• Proven consultative selling skills, with a history of identifying and closing upsell and cross-sell opportunities organically within existing accounts
• Excellent written and verbal communication skills, including experience presenting to senior audiences and contributing to thought leadership or proposals
• Strong cross-functional collaboration skills - comfortable working across delivery, solutions, and practice teams to advocate for the client while protecting firm interests
• Analytical and strategic thinker who can develop account plans, identify risks early, and make data-informed recommendations
• Experience mentoring or developing junior team members, with an interest in contributing to team culture and methodology
• Proficiency with CRM platforms (Salesforce or equivalent) and comfort working in a fast-paced, matrixed consulting environment

Why This Role

This is a high-visibility position with a direct path to Director-level leadership. You will have real ownership, a seat at the table in strategic conversations, and the support of a collaborative leadership team.