Lead Client Success Manager
Lead Client Success Manager
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Job Description
Description
Company Overview:
When it comes to IT solution providers there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings theresreally onlyone: Zones First Choice for IT.TM
Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need Zones a Minority Business Enterprise (MBE) in business for over 35 years specializes in Digital Workplace Cloud & Data Center Networking Security and Managed/Professional/Staffing services. Operating in more than 120 countries leveraging a robust portfolio and utilizing the highest certification levels from key partners including Microsoft Apple Cisco Lenovo Adobe and more Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need they can Consider IT Done. Follow Zones LLC on Twitter @Zones and LinkedIn and Facebook.
Position Overview:
As the Lead Client Success Manager (CSM) you will lead a team of Client Success Managers while also managing a portfolio of strategic customer accounts. This role is critical in driving customer retention satisfaction service adoption and revenue expansion by ensuring alignment between customer goals and our technology solutions.
You will be the primary point of escalation advisor and coach to both your team and our customers ensuring we consistently deliver exceptional post-sales experience
What youll do as the(Lead: Client Success Manager (CSM)
KEY RESPONSIBILITIES
Lead & Inspire the Team
Mentor and coach a team of CSMs to achievecustomer outcomes and business KPIs.
Define clear goals monitor performance and run regular 1:1s team reviews and skill development sessions.
Manage workload distribution ensuring balanced coverage and engagement across accounts.
Foster a culture ofaccountability collaboration and continuous improvement.
Partner with Sales Technical Services Operations and Finance to ensure unified customer support.
Drive Customer Success Strategy
Design and implement scalable processes for onboarding adoption value delivery and retention.
Build strong relationships with strategic accounts acting as atrusted advisorto IT leadership.
Conduct QBRs health checks and strategic business reviews to showcase delivered value and identify new opportunities.
Increase adoption of products and services to maximize ROI and minimize churn.
Own escalation management for high-impact accounts ensuring swift and effective resolutions.
Ensure Operational Excellence
Standardize and refine engagement frameworks (QBRs renewal playbooks health monitoring).
Collaborate cross-functionally to deliver a seamless proactive customer experience.
Identify risks early and take preventative action to safeguard renewals and relationships.
Champion process improvements using customer feedback and market insights.
Manage Strategic Accounts
Personally own a portfolio of key enterprise customers ensuring alignment to their business objectives and IT roadmap.
Partner with Sales to identify and closeupsell and cross-sell opportunities.
Support renewal negotiations with data-driven insights and customer advocacy.
Data-Driven Insights & Reporting
Leverage tools likeD365 and Power BIto monitor account health and engagement metrics.
Track and report on NPS CSAT churn risk renewal pipeline and upsell opportunities.
Provide actionable insights to leadership and feed customer intelligence back to product and service teams.
SUCCESS METRICS
As a lead client success manager in the IT technology industry key success metrics focus on client satisfaction retention revenue growth and operational efficiency. Based on industry practices these include:
Client Retention Rate: The percentage of clients retained over a period (e.g. quarterly or annually) indicating the ability to maintain long-term relationships. A high rate reflects consistent value delivery.
Net Promoter Score (NPS): Measures client likelihood to recommend your services (scale -100 to 100) assessing loyalty and satisfaction with IT solutions.
Customer Churn Rate: The percentage of clients lost critical for identifying issues in service delivery or product adoption.
Monthly Recurring Revenue (MRR) Growth: Tracks predictable revenue from existing clients highlighting success in upselling or expanding services.
Time to Value (TTV): The time from onboarding to when clients achieve measurable benefits with shorter times reducing churn risk.
Customer Health Score: A composite metric (e.g. usage engagement support tickets) to proactively identify at-risk accounts.
Account Expansion Revenue: Revenue from upsells or cross-sells showing the managers ability to deepen client relationships.
Resolution Time: Average time to resolve client issues reflecting operational efficiency and support quality.
What will you bring to the team:
QUALIFICATIONS:
Proven IT experience inB2B IT Industry Client Success or Account Managementwith team leadership responsibility.
Knowledge and experience with Digital workplace / end-user computing solutions.
Strong track record inIT enterprise customer relationship management preferably in Digital Workplace and product lifecycle solutions.
Minimum 12 years experience in similar role whereby 3 years of proven international experience in the Asia region preferably Singapore.
Worked in a similar role with Global IT System Integrator (SI) Global IT Solutions provider Global channel partner etc.
Analytical mindset with experience using CRM and BI tools.
Ability to balance strategic thinking with hands-on account management.
Strong project management and communication skills with demonstrated success in a collaborative cross-functional environment
Subject matter expert in global programs and governance frameworks
Excellent problem-solving prioritization and negotiation abilities
Proficiency in Excel SharePoint and Outlook
Ability to manage client and stakeholder expectations across departments and multiple time zones
Experience with executive-level reporting and engagement such as QBRs or business planning
Degree in Business Operations IT Technology or related field preferred; equivalent experience will also be considered.
Zones offers a comprehensive Benefits package.
While were committed to providing top-tier solutions were just as committed to supporting our own
teams. We offer a competitive compensation package where our team members are rewarded based on
their performance and recognized for the value they bring into our business. Our team members enjoy a
variety of comprehensive benefits including Medical Insurance Coverage Group Term Life and Personal
Accident Cover to handle the uncertainties of life flexible leave policy to balance their work life.
At Zones work is more than a job its an exciting careers immersed in an inventive collaborative
culture. If youre interested in working on the cutting edge of IT innovation sales engineering
operations administration and more Zones is the place for you!
All qualified applicants will receive consideration for employment without regard to race color religion
sex sexual orientation gender identity national origin veteran status or on the basis of disability.
Required Experience:
Manager
Employment Type
Full-Time
