Senior Client Success Manager, East (R-20151)

Essential Key Responsibilities

• Be accountable for the assigned full lifecycle of the Client’s overall success with D&B, including Driving Adoption and Value Realisation activities, Client Satisfaction, retention readiness and supporting renewals.
• Serve as the senior Customer Success owner and trusted advisor for complex Global and Enterprise Clients, helping Clients realize measurable value from D&B solutions.
• Lead customer maturity discussions and develop or support pragmatic customer maturity roadmaps that help complex Clients progress toward more advanced, scalable and integrated use of D&B solutions.
• Develop and lead Strategic T-Minus Retention Planning in partnership with Sales, using customer health, maturity, adoption, value, risk and stakeholder insight to support on-time renewal success. Commercial ownership remains with Sales.
• Capture, interpret and act on customer health, maturity, risk and growth signals to drive corrective action, value realisation, retention readiness and appropriate commercial follow-up by Sales.
• Lead and adapt defined Client Success playbook execution for complex Global and Enterprise Clients, ensuring alignment with customer maturity, adoption, value realisation, customer health, Strategic T-Minus planning and retention readiness.
• Create and maintain a D&B solution value plan with clear success metrics, ROI evidence, adoption priorities, maturity actions and value realisation outcomes.
• Coordinate Post-Sales Teams and orchestrate Sales, Product, Data, Technology, Delivery, Customer Service and other relevant functions around agreed Client priorities.
• Own the service relationship through regular service reviews and executive stakeholder engagement, building intelligence on customer objectives, transformation priorities, adoption needs and the future D&B partnership.
• Deliver external service reviews and Executive Business Reviews to review adoption, value progress, Client sentiment, customer health and agreed next actions.
• Contribute to Strategic Account Planning by sharing service relationship intelligence with Sales, including customer priorities, risk indicators, maturity gaps, value evidence and growth signals.
• Identify risks to Clients achieving their stated business goals and work with the virtual team to build risk mitigation or get-well plans.
• Identify growth signals, emerging needs, new use cases and strategic customer intelligence and share these with Sales for appropriate commercial follow-up.
• Develop specialist industry knowledge relevant to the Client base to advise on industry dynamics, trends, peer best practices, transformation topics and effective use of D&B solutions.
• Support AI-enabled customer engagement and adoption discussions where relevant by connecting D&B capabilities to business outcomes, without owning technical AI responsibilities, AI architecture or implementation activities.
• Collaborate with Technical Client Success Managers, Technical Advisory resources or other specialist functions where Clients require specialized support relating to technical adoption, integrations, workflow configuration, solution architecture, technical assessments, implementation support, AI architecture or AI readiness assessments.
• Maintain accurate and timely information in relevant CRM systems and internal tools to support customer health visibility, Strategic Account Planning, T-Minus Retention Planning, customer maturity tracking, risk governance and internal reporting.

Education/Experience

• Minimum of eight years of experience working with large global clients dealing with data and analytics delivered through complex enterprise solutions.
• Solid customer success or account servicing experience with complex enterprise solutions.
• Proven track record of delivering retention results through successful Client Success engagements, value realisation activities and structured retention planning.
• Strong collaboration and influencing skills.
• Client-centric approach with good commercial instincts and a clear understanding that commercial ownership remains with Sales.
• Ability to build and maintain relationships with Clients, executive stakeholders, senior decision makers and internal stakeholders.
• Excellent listening, presentation and communication skills at all business levels, with effective interpersonal skills.
• Strong understanding of customer health, customer maturity, value realisation, Strategic Account Planning, T-Minus Retention Planning, risk mitigation and growth-signal identification.
• Ability to lead customer maturity roadmap discussions and connect adoption, data-driven workflows, AI-enabled capabilities where relevant, and business outcomes to measurable Client value.
• Innovative thinker who is willing to identify new ways to achieve stated objectives while maintaining a focus on practical Client outcomes.
• Self-starter who can work independently, enjoys solving problems and can execute effectively against plans.
• Strong service management, project management, stakeholder management and cross-functional orchestration skills.
• Ability to collaborate with Technical Client Success Managers, Technical Advisory resources or other specialist functions where technical adoption, integrations, workflow configuration, solution architecture, technical assessments, AI architecture or AI readiness assessments are required.
• Show an ownership mindset in everything you do. Be a problem solver, be curious and be inspired to take action. Be proactive and seek ways to collaborate and connect with people and teams in support of driving success.
• Continuous growth mindset. Keep learning through social experiences and relationships with stakeholders, experts, colleagues and mentors, and widen and broaden competencies through structured courses and programs.
• Where applicable, fluency in English and languages relevant to the working market.
• Ability and willingness to travel up to 25% as required.