Customer Success Account Manager

Full Job Description

Working alongside more experienced CSAMs who lead executive customer relationships and overall account strategy, the CSAM IC1 contributes to the successful execution and orchestration of agreed customer success priorities and activities. Success Plan Execution Customer Success Planning: Support customers across three core Customer Success Plan priorities: Customer Health, Cloud Acceleration and AI Transformation. The scope and depth of each plan will vary according to the customer's needs, priorities and maturity. Plan Execution and Co-ordination: Support the execution, co-ordination and ongoing management of activities within Customer Success Plans, working under the guidance of experienced CSAMs and management. Delivery Excellence: Complete assigned activities accurately and within agreed timescales, proactively raising risks, blockers or exceptions and seeking appropriate guidance where required. Milestone and Delivery Tracking: Support experienced CSAMs in tracking delivery progress, milestones, insights and actions across engagements involving ISD, partners, CSAs and other members of the customer virtual team. Virtual Team Orchestration: Help co-ordinate and bring together relevant virtual teams to maintain alignment, address customer health concerns and support remediation or acceleration activities. Progressive Unified Ownership: As capability and experience develop, the CSAM will take increasing ownership of Unified activities, including bookings, scoping conversations and value capture. The expectation is that, by approximately three months in role, the CSAM will begin to take a more leading role in these activities with appropriate support and guidance Delivery and Milestone Visibility: Maintain visibility of upcoming customer deliveries, including resourcing, bookings, scoping activities and key milestones. Ensure relevant account information and progress updates are accurately captured and maintained. Develop Account Understanding: Build knowledge and context across the assigned customer portfolio over time, enabling increasingly valuable insights and recommendations to support customer success priorities. Strengthen Customer Health Maintain a clear view of high-priority customer health recommendations across the aligned portfolio, identifying key offerings that can support agreed follow-up actions. Consolidate insights and prepare materials to support customer health conversations and meetings Maintain awareness of priority product retirements, end-of-support considerations and associated risks across the portfolio, together with the relevant customer follow-up actions and available offerings. Synthesise incident and service information to identify recurring patterns, themes and potential systemic drivers Support preparation for internal and customer-facing Customer Health plan reviews, ensuring plans, insights, recommendations and actions are accurate and up to date. Support the tracking of Unified deliveries and associated customer value, maintaining visibility of progress, actions and outcomes. Support the tracking of AI Transformation milestones and agreed activities, maintaining accurate and timely updates and working with experienced CSAMs to ensure appropriate MSX data quality and hygiene. Support preparation for internal and customer-facing meetings, ensuring relevant progress, insights, risks and agreed next actions are clearly represented. Develop the capability to independently manage standard Unified operational activities, including submitting resource booking requests, dispatching Success Programmes and supporting scoping activities. Support the proactive management of Unified consumption and contract health, working with experienced CSAMs and relevant teams to address areas such as over-consumption, package utilisation and SKU changes to maximise customer value and support RBI attainment. Develop towards customer-facing responsibility within the first three months, initially leading defined activities such as standard scoping calls, and progressively taking ownership of standardised customer presentations and conversations. Required Bachelor's degree in any discipline, or equivalent relevant experience gained through employment, apprenticeships, internships or other early-career pathways. Legally authorised to work in the United Kingdom to be eligible for this role (Legally authorised = has citizenship or has been granted a valid visa or work permit) Typically, 2 years of professional experience, which may include customer-facing roles, programme or project management, technology delivery, or other relevant experience. Demonstrated confidence in using AI tools and AI-first ways of working to support productivity, insight generation, communication and day-to-day activities. Strong written and verbal communication skills in English, with the ability to communicate clearly and confidently with a range of stakeholders. Effective presentation and collaboration skills, with a willingness to learn, seek feedback and build confidence in customer-facing environments. Coursework, qualifications or practical experience in programme or project management, business operations, customer success or sales. Exposure to enterprise technology or software solutions, cloud platforms, customer success, or large-scale technology and transformation programmes. Experience working collaboratively across cross-functional or matrixed teams, bringing together different stakeholders to support shared priorities and outcomes.

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