Customer Success Manager

About the Role

Key Responsibilities

• Manage and expand strategic client accounts, focusing on revenue growth, margin performance, renewals, pipeline development, Total Contract Value (TCV), and client satisfaction (NPS).
• Build and maintain strong relationships with senior client stakeholders, acting as the Voice of the Client to ensure DXC understands and responds to evolving business needs.
• Identify and develop new business, cross-sell, and up-sell opportunities across DXC’s technology, consulting, and managed services offerings.
• Lead renewal readiness and contract renewal activities in collaboration with sales, commercial, delivery, and technical teams.
• Develop and execute strategic account plans with Client Partners, Sales teams, Industry SMEs, technical teams, and delivery organizations.
• Lead day-to-day account and service delivery, ensuring quality, operational excellence, issue resolution, and achievement of agreed client outcomes.
• Drive revenue and margin forecasting, budgeting, cost control, and overall commercial performance, providing regular updates to senior leadership.
• Collaborate with delivery teams to optimize resource utilization, automation, onshore/offshore delivery mix, costs, and margins.
• Lead and coordinate a virtual, cross-functional team of DXC professionals supporting the account, ensuring alignment across sales, delivery, technical, commercial, and industry functions.
• Define, track, and manage performance against key account metrics, including Revenue, Margin, TCV, Pipeline, delivery performance, and NPS.

Required Qualifications and Experience

• 5-10 years of experience in a similar role.
• Demonstrated strong commercial and sales mindset, with proven experience in revenue growth, opportunity development, strategic planning, client relationship management, and team leadership.
• Ability to stay current with relevant industry trends, technologies, and market developments and incorporate them into account strategies and opportunity development.
• Essential Skills
• Excellent communication skills.
• Strong stakeholder management abilities.
• Effective problem-solving skills.
• Proven leadership capabilities, with the ability to operate effectively across complex, cross-functional environments.

Work Environment

• This is a full-time position based in Riyadh, where the Customer Success Manager will work within a dynamic and cross-functional team environment, collaborating with various internal departments to achieve client success and business objectives.