Customer Success Manager

Customer Success Manager

Job Description:

Customer Success Manager 

Job Location: Pan India

We are looking for a Customer Success Manager to build strong client relationships, ensure successful service adoption, and drive customer satisfaction and retention. This role acts as a trusted advisor, helping customers achieve their business goals while maximizing value from our offerings, while working effectively across multi-stakeholder and community-driven environments.

Roles & Responsibilities:

• Serve as the primary point of contact and trusted advisor for a portfolio of key clients, building and nurturing strong executive-level relationships.

• Develop a deep understanding of client business objectives, industry landscape, and organizational priorities to align solutions with desired outcomes.

• Drive customer onboarding, adoption, and ongoing engagement to ensure maximum value realization from services.

• Lead end-to-end demand fulfilment while proactively identifying new demand within the project landscape.

• Create and manage cost plans, timelines, resource identification, and budgets, ensuring alignment with capability and margin requirements.

• Proactively identify and mitigate resource risks, issues, and dependencies, ensuring transparent communication with stakeholders.

• Act as the voice of the customer by providing actionable feedback to internal teams for continuous improvement of services and processes.

• Manage customer escalations effectively, ensuring timely resolution and maintaining strong client relationships.

• Support capability planning and identify potential growth opportunities, collaborating with sales teams where required (limited ownership).

• Track engagement financials, including budget adherence, utilization, and forecasting.

• Drive continuous improvement in cost models, delivery efficiency, and overall customer experience.

Key Skills, Experience & Knowledge:

• Experience working in strategic and operational multi-agency environments, including partnership and network development.

• Strong people management skills with experience in leading teams and managing change.

• Experience in project/service development within complex, multi-stakeholder settings.

• Good understanding of community development principles and practices.

• Knowledge of social inclusion, recovery models, and challenges affecting disadvantaged or excluded communities.

• Experience in evaluation, impact assessment, and continuous improvement practices.

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.

Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.

Experience Level

Mid Level