Customer Success Account Manager (CSAM)

The Customer Success Account Manager (CSAM) is responsible for managing and growing a portfolio of Strategic Customers and Growth Customers, ensuring they achieve measurable business value from their investment in Codec whilst driving customer retention, satisfaction, adoption and growth. The CSAM acts as the primary relationship owner for assigned customers, building trusted advisor relationships with key stakeholders and identifying opportunities to expand Codec's footprint within each account. This role combines Customer Success, Strategic Account Management and Commercial Growth, ensuring strong customer outcomes translate into high levels of customer retention, expansion and long-term loyalty. Working closely with Delivery, Consulting, Support and Sales teams, the CSAM will proactively manage customer health, drive adoption of Codec services and Microsoft technologies, and identify opportunities to help customers achieve their strategic objectives.

Responsibilities

Manage and grow a portfolio of Strategic Customers and Growth Customers, ensuring they achieve measurable business value from their investment in Codec; Build trusted advisor relationships across assigned customer accounts; Develop a deep understanding of customer business priorities, challenges and strategic goals; Create and maintain Customer Success Plans for all assigned customers; Drive adoption and business value realisation across Codec solutions and services; Monitor customer health and proactively identify risks; Manage customer escalations and coordinate internal teams to achieve successful outcomes; Increase customer advocacy, references and success stories; Own and maintain account plans for all Strategic Customers and Growth Customers; Develop strong relationships with both business and technical stakeholders; Understand customer budgets, technology roadmaps and transformation priorities; Lead Quarterly Business Reviews (QBRs); Identify upsell and cross-sell opportunities across the Codec portfolio; Generate qualified opportunities from existing customer relationships; Work with Sales and Solution Specialists to develop and progress opportunities; Identify opportunities around Licenses, AI, Microsoft Copilot, Data, Security, Cloud and Business Applications; Support renewal planning activities across assigned accounts; Identify renewal risks early and develop mitigation plans; Facilitate regular customer engagement meetings; Track customer actions, risks and opportunities; Produce executive-level customer reports and success updates; Maintain accurate forecasts on opportunities, renewals and customer health; Partner closely with Delivery teams to ensure customer outcomes are achieved; Collaborate with Support teams to improve customer satisfaction and service quality; Work with Sales teams to identify and develop growth opportunities; Contribute to continuous improvement initiatives across the Customer Success & Account Management function

Requirements

3-5 years' experience in Customer Success, Account Management or a customer-facing commercial role; Experience managing enterprise, strategic or growth customer relationships; Strong commercial awareness and business acumen; Experience identifying growth opportunities within existing customer accounts; Ability to engage confidently with both business and IT stakeholders; Excellent communication and presentation skills; Strong analytical and problem-solving capabilities; Customer-first mindset; Strategic thinking; Relationship building; Executive stakeholder management; Consultative selling; Opportunity identification; Account planning and governance; Collaboration and teamwork; Accountability and ownership; Continuous learning and curiosity

Nice to have

Familiarity with Microsoft technologies, Microsoft 365, Business Applications, Security, Data and AI solutions