Customer Success Manager

Agility Partners; Boston (MA); On-site; USD 90,000 - 150,000; Full time

Job summary

Agility Partners seeks a Customer Success Manager to steward strategic client relationships and ensure successful delivery of technology services. You will drive account growth through cross-sell opportunities and strong governance of engagements.

The role emphasizes collaboration with sales, delivery, and finance teams to align on outcomes, manage risks, and optimize contract performance while supporting long-term account success.

Qualifications

• Proven experience in customer success or account management with enterprise clients.
• Ability to develop strategic account plans and manage complex stakeholder networks.
• Strong communication, negotiation, and problem-solving skills.

Responsibilities

• Build trusted relationships with customer executives and procurement to drive satisfaction and growth.
• Oversee governance of contracts, SLAs, and renewals across services and solutions.
• Develop account plans, manage pipeline, and identify cross-sell and revenue opportunities.
• Coordinate delivery performance, budgets, and milestones to meet customer outcomes.

Skills

Customer success

Account management

Strategic account leadership

Relationship management

Job description

Agility Partners is seeking a qualified Customer Success Manager to fill an open position with one of our clients. This is an exciting opportunity to manage strategic customer relationships, drive account growth, and oversee the successful delivery of technology services and solutions. The ideal candidate will combine strong relationship management, commercial acumen, and delivery governance expertise to strengthen customer partnerships and identify new business opportunities. This role offers the opportunity to influence customer outcomes while supporting revenue growth, operational excellence, and long-term account success.

What You'll Do

• Build and maintain trusted relationships with customer executives, business leaders, technology teams, procurement, and supplier-management stakeholders to drive customer satisfaction, retention, and long-term account growth.
• Oversee contract and delivery governance across consulting, project-based services, staff augmentation, and managed services, coordinating Statements of Work, renewals, and contractual commitments while partnering with internal sales, finance, legal, and delivery teams.
• Develop strategic account plans and manage opportunity pipelines, identifying cross-sell and upsell opportunities, supporting proposals and contract extensions, and tracking revenue growth, billing efficiency, utilization, and profitability.
• Coordinate workforce and capacity planning, monitor delivery risks and performance against SLAs, KPIs, budgets, and milestones, and drive continuous improvement initiatives that deliver measurable customer and business outcomes.

The Ideal Candidate

• Proven experience in customer success, account management, client relationship management, or strategic account leadership, preferably within Banking and Financial Services or enterprise technology services.
• Strong ability to build relationships with executive stakeholders, business leaders, technology teams, procurement, and supplier-management organizations.
• Experience managing contracts, Statements of Work, renewals, extensions, and commercial negotiations in partnership with sales, finance, legal, and delivery teams.
• Demonstrated success in account planning, pipeline management, identifying growth opportunities, and driving cross-sell, upsell, customer retention, and revenue expansion.
• Experience overseeing technology service delivery against contractual scope, milestones, SLAs, KPIs, quality standards, budgets, and customer expectations.
• Knowledge of financial and operational performance metrics, including revenue forecasting, billing efficiency, resource utilization, profitability, and workforce capacity planning.
• Strong communication, problem-solving, and stakeholder management skills, with the ability to resolve escalations, coordinate cross-functional teams, and communicate measurable customer outcomes.

Reasons to Love It

• Build strategic partnerships with major financial services customers and influence long-term account success.
• Drive meaningful account growth through customer engagement, strategic planning, and technology solution expansion.
• Collaborate across sales, delivery, finance, and solution teams to improve service quality and business performance.
• Make a measurable impact on customer satisfaction, revenue growth, operational efficiency, and long-term business outcomes.