customer success manager

Role: customer success manager

Location: Bostan, MA/ Johnston, RI/ NY

Job description:

Role Overview :

The Customer Success Manager is responsible for customer satisfaction, delivery governance, account growth, and commercial performance for strategic Banking and Financial Services customers. The role serves as a key interface between customer stakeholders and DataEconomy’s delivery, solution, sales, finance, and leadership teams. The position requires experience in customer relationship management, contract management, account planning, and expansion of technology services and solutions.

Key Responsibilities:

Customer Relationship & Account Growth

• Build and maintain trusted relationships with customer executives, business leaders, technology teams, procurement, and supplier-management stakeholders.

• Understand customer business priorities, technology roadmap, operational challenges, and transformation initiatives.

• Drive customer satisfaction, retention, and relationship health through regular governance and Quarterly Business Reviews.

• Promote DataEconomy’s services and solutions across customer Lines of Business and identify cross-sell and upsell opportunities.

• Lead account farming activities in coordination with Pre-Sales, Delivery, and Solution teams.

• Develop customer advocates, referenceable relationships, and measurable success stories.

Contract & Delivery Governance

• Coordinate Statement of Work negotiations and execution with customer stakeholders and internal Sales, Finance, Delivery, and Legal teams.

• Provide governance oversight across consulting, project-based services, staff augmentation, managed services, and solution engagements

• Collaborate with Delivery Manager to monitor delivery against scope, milestones, SLAs, KPIs, quality standards, budgets, and contractual commitments.

• Partner with Delivery Managers to develop delivery plans, cost budgets, resource plans, and corrective actions.

• Track delivery risks/issues/customer escalations and drive timely resolution.

• Ensure operational and project-delivery compliance with SOW, MSA, security, regulatory, and contractual requirements.

Account Planning & Pipeline Management [25%]

• Identify customer opportunities across a 2–6 quarter horizon based on business priorities, technology plans, and stakeholder discussions.

• Maintain an account opportunity pipeline and translate customer needs into qualified service and solution opportunities.

• Develop annual and forward-looking revenue plans based on existing engagements, renewals, and opportunity pipeline.

• Track sales, revenue growth, billing efficiency, utilization, profitability, and account performance against targets working collaboratively with DataEconomy Finance point of contact.

• Identify investments required to support account growth, including skills, training, solution capabilities, and infrastructure.

• Support proposals, renewals, contract extensions, and strategic account planning.

Workforce & Capacity Planning [10%]

• Forecast resource demand based on active engagements and expected opportunities.

• Coordinate confirmed resource requirements with recruiting, workforce management, and internal resource pools. • Identify skill gaps and proactively plan hiring, training, certifications, and capability development.

• Partner with Delivery teams to optimize resource utilization and ensure availability of critical skills.

Customer Outcomes & Continuous Improvement [10%]

• Define and track measurable business and technology outcomes for customer engagements.

• Identify opportunities to improve productivity, automation, reliability, data quality, operational efficiency, and time-to-market.

• Drive continuous improvement across delivery, governance, and customer engagement.

• Capture measurable value delivered and communicate outcomes through executive and business reviews.

Key Success Metrics

• Customer satisfaction and retention

• Revenue growth and account expansion

• Sales pipeline and opportunity conversion

• SLA/KPI and delivery performance

• Billing efficiency, utilization, and profitability

• On-time and on-budget project delivery

• Contract renewals and extensions

• Executive stakeholder engagement

• Customer references and measurable business outcomes