Client Success Manager

The Client Success Manager (CSM) is a senior client-facing role responsible for the commercial performance service relationship and ongoing value realization across Client accounts. This position is fundamentally a commercial and relationship-driven one designed to protect and expand long-term account value. The CSM owns the client experience end-to-end and is critical for retention renewals and identifying opportunities for growth.

This role operates with significant autonomy requiring a dynamic individual to serve as the trusted partner and primary point of accountability for the clients Managed Services engagement. The CSM is tasked with driving services revenue targets ensuring the value of Ollions services is visible and measurable and leading the full renewal lifecycle. This requires strong cross-functional collaboration with Sales Solution Architects Technical Operations and Delivery to ensure alignment on account strategy and execution.

This role will be a full time work from office position. It is not a remote role.

Client Relationship and Value Management

The CSM acts as the clients primary point of contact maintaining a consistent communication rhythm with stakeholders at all levels. Key responsibilities include:

• Deeply understanding the clients business context technology environment risks and priorities.

• Ensuring commitments and priorities are well understood by advocating for the client internally.

• Presenting cloud recommendations and cost savings opportunities to the client

Commercial Ownership Renewals & Account Growth

This role is paramount in driving revenue growth and commercial health. The CSM will:

• Own the full renewal lifecycle which includes shaping renewal strategy developing pricing scenarios and leading discussions.

• Identify upsell and cross-sell opportunities by analyzing client roadmaps adjacent needs and service maturity trends.

• Champion expansion across all Ollion capabilities (Managed Services Project Services Cloud Data Strategy etc.).

• Monitor account-level commercial metrics including margin performance cost drivers and service profitability.

• Validate monthly client billing for accuracy and monitor reports for past-due invoices.

Service Performance & Governance

The CSM governs the ongoing service experience to ensure stability and alignment with commitments. This includes:

• Governing the service experience through Quarterly/Monthly Business Reviews (QBRs/MBRs) SLA reporting and service strategy reviews.

• Overseeing communication during major incidents ensuring clarity speed escalation and follow-through.

• Owning service governance activities such as DR tests game days and change coordination ensuring execution in line with contractual scope.

• Proactively managing exceptions and escalating scope variations where required.

Continuous Improvement & Internal Collaboration

The role requires a focus on improving service quality and aligning internal efforts to client needs. The CSM will:

• Lead or influence internal initiatives that lift our service quality and operational maturity.

• Proactively flag delivery risks scope drifts or emerging client needs.

• Represent the voice of the customer to inform our sales process and product roadmap.

• Validate service scopes commercial models and SLAs for new or expanded work before they are committed.

Success in this role is measured by critical commercial and relationship metrics:

• Renewal rates and the size/timing of successful renewals.

• Upsell and cross-sell influence and conversion.

• Account gross margin and commercial health.

• Client satisfaction NPS and escalation reduction.

• Consistent delivery of SLAs and service outcomes.

Qualifications :

Expertise you bring 

Qualifications

• Senior-Level Client Management:  4 years demonstrated experience in a senior client-facing role managing the end-to-end client experience retention and expansion for a portfolio of accounts. 10 years overall client management experience.

• Commercial Ownership: Proven accountability for commercial performance and driving services revenue targets including owning and executing the full renewal lifecycle (strategy pricing negotiation).

• Managed Services Context: Experience as the primary point of accountability for a clients Managed Services engagement including governing the service experience through QBRs/MBRs SLA reporting and contractual scope adherence.

• Revenue Growth & Upselling: Strong ability to identify upsell and cross-sell opportunities and champion expansion across a range of technical capabilities (Cloud Data Strategy Project Services etc.).

• Financial Acumen: Practical experience monitoring and improving account-level commercial metrics such as margin performance cost drivers and service profitability including billing validation.

• Cross-Functional Collaboration: History of strong cross-functional collaboration with Sales Solution Architects Technical Operations and Delivery teams to align on account strategy and execution.

• Technical Aptitude: Demonstrates Technical Aptitude and the ability to understand a clients technology environment and present technical recommendations (e.g. cloud recommendations cost savings opportunities)

Certifications (Preferred)

• Project & Service Governance: Certification in a recognized project management or service delivery methodology is highly desirable such as:

  • Project Management Professional (PMP)

  • Certified ScrumMaster (CSM) or other SCRUM/Agile Certification

At Ollion success is built on these core strengths which guide how we work and grow together:

• Accountability - Demonstrates ownership and responsibility for actions decisions and outcomes.

• Adaptability: Being adaptable to evolving business needs unplanned challenges and embody a collaborative all hands on-deck mentality when necessary.

• Ambition - Exhibits drive initiative and a commitment to personal and professional growth.

• Business Acumen - Understands complex business concepts challenges and opportunities applying insights to make informed decisions and support organizational goals.

• Detail-Oriented - Pays meticulous attention to every aspect of tasks or situations ensuring accuracy and thoroughness.

• Innovative - Demonstrates creativity and openness to unconventional approaches encouraging new ideas and solutions.

• Organized - Employs structured methodical work habits to manage multiple priorities and meet deadlines effectively.

• Persistence - Maintains focus and determination overcoming obstacles to achieve objectives.

• Technical Aptitude - Demonstrates expertise in specialized technical areas applying knowledge effectively to solve complex problems and innovate.

Additional Information :

BENEFITS & PERKS FOR WORKING AT OLLION

Our employees multiply their potential because they have opportunities to: Create a lasting Impact Learn and Grow professionally & personally Experience great Culture and Be your Whole Self!
 

Beyond an amazing collaborative work environment great people and inspiring innovative work we have some great benefits and perks:

• Benchmarked competitive in-market total rewards package including (but not limited to): base salary & short-term incentive for all employees
• We are a remote-first globally distributed organization where our people are empowered to learn grow and perform at their best. While most roles can be done from anywhere within your home country some client-facing work may require onsite presence.
• Retirement planning (i.e. CPF EPF company-matched 401(k)
• Globally we build benefit plans that offer choices for whatever stage in life our employees are in and allow for flexibility as life happens.  Employees have the benefit of medical insurance which is in line with industry benchmarks in their addition to great healthcare coverage we also offer all employees mental health resources and additional wellness programs.
• Generous time off and leave allowances
• And more!

Ollion is an equal opportunity employer. We celebrate diversity and we are committed to creating an inclusive environment for all employees. Ollion does not discriminate in employment on the basis of race color religion sex (including pregnancy and gender identity) national origin political affiliation sexual orientation marital status disability genetic information age membership in an employee organization parental status military service or other non-merit factor.

Remote Work :

No

Employment Type :

Full-time