Senior Manager Customer Success

Role Overview

We are seeking a Senior Client Success Manager (CSM) to take ownership of our strategic Banking and Financial Services engagements in India along with select key accounts across the APAC region.

The Client Success Manager (CSM) is a senior client-facing role responsible for the commercial performance service relationship and ongoing value realisation across Client accounts. This is fundamentally a commercial and relationship-driven position designed to protect and expand long-term account value.

As the primary point of accountability you will own the client experience end-to-end operating with a high degree of autonomy to manage executive stakeholders drive renewals and lead growth strategies.

Key Responsibilities

1. Strategic Client Leadership

• Executive Partnership: Act as the clients trusted partner and primary point of accountability for their Managed Services engagement building deep rapport with stakeholders up to Group Head/C-Level.

• Business Alignment: Deeply understand the clients business context technology environment risks and priorities to ensure our services are aligned to their strategic outcomes.

• Advocacy: Advocate for the client internally ensuring commitments and priorities are well understood by our engineering and delivery teams.

• Onsite Presence: Maintain a consistent communication rhythm through regular onsite visits to lead strategy sessions and governance meetings unassisted.

2. Commercial Ownership & Growth

• Renewals: Own the full renewal lifecycle including shaping renewal strategy developing pricing scenarios and leading renewal discussions.

• Account Growth: Identify upsell and cross-sell opportunities by understanding client roadmaps adjacent needs and gaps in their environment.

• Revenue Management: Drive services revenue targets through assigned accounts championing expansion opportunities across Managed Services Cloud Data and Strategy capabilities.

• Commercial Health: Monitor account-level commercial metrics including margin performance cost drivers contract compliance and service profitability.

3. Service Governance & Quality Assurance

• Governance: Govern the service experience through QBRs/MBRs SLA reporting and service strategy reviews.

• Operational Oversight: Ensure operational teams are aligned with service commitments and ensure day-to-day service requests align to contracted scope.

• Incident Leadership: Oversee communication during major incidents ensuring clarity speed escalation and follow-through to drive stability and trust.

• Scope Management: Proactively manage exceptions and escalate scope variations where required to protect margins.

4. Continuous Improvement

• Value Creation: Work with clients to identify develop and standardize KPIs that demonstrate tangible value.

• Service Evolution: Identify service enhancements process gaps and opportunities to improve client value.

• Internal Alignment: Work with Sales Solution Architects and Delivery teams to ensure alignment on account strategy and validate service scopes/commercial models for new work.

Qualifications :

• Experience: 10 years in a senior position in Service Delivery Account Management or Client Success with significant experience managing large-scale Banking or Financial Services accounts.

• Autonomy: Proven track record of managing complex client relationships and commercial negotiations independently without the need for day-to-day supervision.

• Executive Presence: Ability to engage with and influence senior executives (Group Heads CTOs CIOs) with confidence and credibility.

• Commercial Acumen: Strong understanding of P&L management contract structuring and the ability to identify and close expansion opportunities.

• Travel: Ability to travel regularly to client sites within India and occasionally across the APAC region.

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.
• 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 access to a fully comprehensive benefits package to choose the medical dental and vision insurance plan that best fits their addition to great healthcare coverage we also offer all employees mental health resources and additional wellness programs.
• 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