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.

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