The Customer Success Manager (CSM) is accountable for end-to-end client success for a client supported within a Strategic POD. This role is responsible for customer relationship and P&L; management of (a) strategic account(s). The CSM acts as the primary client owner, ensuring service excellence, operational stability, contractual adherence, and long-term value realization globally.
The CSM owns service governance, service delivery, and cross functional execution. Partnering closely with Country Team Leads, AMO, AMS, ITCSO’s, HR Tech Leads, Country Knowledge Centers of Excellence (CoEs), Client Execs (CE’s), and Sales, the CSM ensures a seamless, high-quality client experience that drives Client retention and reference-ability, NPS, and profitability.

Key Responsibilities
Customer Relationship & Governance Leadership
• Serve as the primary point of accountability for assigned client, owning overall relationship health, satisfaction, and service outcomes.
• Act as a trusted advisor to senior client stakeholders by understanding business priorities, risk areas,



and transformation opportunities.
• Lead client governance routines including operational reviews, SLA tracking, QBRs, and escalation management.
• Ensure adherence to contractual commitments, service scope, and governance cadence across all countries in scope.
Service Oversight & Delivery Assurance
• Provide end-to-end oversight of service delivery across assigned client.
• Partner with Country Operations Leads and Teams to ensure timely, accurate, and compliant service execution.
• Monitor delivery performance, controls, and audit readiness; proactively address risks or systemic issues.
• Coordinate resolution of complex, cross functional issues impacting service quality or client confidence.
Operational & Cross Functional Coordination
• Collaborate with AMO and technical teams to resolve application, integration, or configuration challenges.
• Work with Country Knowledge CoEs to ensure alignment with country

📌 Customer Success Manager (Granada)
🏢 Strada
📍 Granada