Technical CSM

About the Role
  
Our Client is seeking a technically skilled Client Success Manager to develop and execute a comprehensive client engagement strategy, with a strong emphasis on building and sustaining service excellence through credible, lasting relationships. In this role, you will provide ongoing support to help clients maximize value from our suite of products and solutions. You will monitor client health through data analysis, cross-functional collaboration, and the delivery of actionable insights, while continuously improving the customer experience through product support and effective handling of feedback.
  
Key Responsibilities

• Build and sustain strong, long-term relationships with client stakeholders through proactive communication and prompt issue resolution.
• Define clear retention goals, key milestones, and measurable success plans to consistently meet and exceed client expectations.
• Lead recurring client review meetings across weekly, monthly, quarterly, and annual cadences to drive product optimization, business alignment, and timely resolution of service issues.
• Develop and maintain a documented risk management framework for each account, proactively identifying delivery risks and executing mitigation strategies throughout the customer lifecycle.
• Support onboarding and continuous training programmes to drive adoption, deepen engagement, and maximize client value realization.
• Collaborate with the Analytics team on the development, preparation, and presentation of client-specific dashboards, reports, and insight summaries.
• Lead regular insight reviews, clearly articulating performance trends, demonstrated value, and forward-looking strategic recommendations.
• Interpret support trends, usage data, adoption metrics, and operational patterns to surface friction points, efficiency gains, and optimization opportunities.
• Educate clients on reporting tools and dashboard functionality to enable self-service transparency and data-driven decision-making.
• Translate complex data into executive-ready narratives tailored to diverse stakeholder audiences.
• Apply data insights to continuously elevate the customer experience and clearly demonstrate platform return on investment.
• Act as the primary operational point of contact for assigned accounts, maintaining a thorough and current understanding of account health at all times.
• Drive internal alignment across Support, Product, Engineering, Operations, and Analytics functions to ensure consistent messaging and coordinated delivery.
• Lead service and support review calls, presenting metrics, trends, and recommended solutions clearly to both internal and client audiences.
• Review client feedback and complaints, collaborate with support and product teams to identify root causes, and drive cross-functional action plans that improve service delivery.
• Conduct post-implementation technical and solutioning sessions to confirm business objectives are met and measurable outcomes are achieved.
• Capture and document feature requests and enhancement opportunities, championing the voice of the client internally and contributing to roadmap prioritization discussions.
• Act as a product advocate, promoting platform capabilities, new features, and innovation initiatives that drive long-term client value.

Requirements

• Demonstrable experience of 3+ years in a Client Success, Technical Account Management, or Client Relationship Management capacity.
• Proven ability to work with data, insights, and reporting tools, including dashboards and utilisation analytics.
• Background in a Technology and/or SaaS environment, with close involvement in product operations and delivery.
• Demonstrated track record of improving customer satisfaction through structured, planned methodologies.
• Proven success in supporting enterprise clients to expand platform adoption and deepen usage over time.
• Experience enhancing brand perception and communicating value through the delivery of exceptional customer experiences.
• Outstanding interpersonal and relationship-building skills, with the ability to foster trust at all levels of a client organisation.
• Strong technical aptitude, particularly across mobile and web applications, systems integration, and product release and support processes.
• Ability to rapidly assimilate new technologies and clearly articulate their value and relevance to client stakeholders.
• Excellent organisational and workload management skills, with the ability to deliver high volumes of work accurately and to deadline.
• Experience managing and developing diverse teams, including delivering training aligned to organisational standards.
• Educated to degree level or equivalent.
• Exceptional written and verbal communication and presentation skills, with the ability to engage effectively at all levels across a global organisation.
• Strong facilitation capabilities, including leading requirements-gathering sessions, design workshops, and progress or status review meetings.