Senior Client Success Manager

Senior Client Success Manager Diversified work with many of the world's leading Enterprise customers, including, Google, Amazon, Netflix, AstraZeneca, Citibank, Facebook, and many others. Our solutions are experienced by millions every day. Removing the distance. Delivering a message. Powering business. Celebrating fandom. Even saving lives. Leveraging the best in technology and ongoing advisory services to transform businesses - connecting people, technology, and experiences. Job Summary Diversified is seeking a strategic, client-focused and operationally strong Senior Client Success Manager to own the success of a portfolio of Diversified's most complex and strategic managed services clients. This is a senior, client-facing role that combines Customer Success Management with acting Service Delivery Manager accountabilities. The role is responsible for client outcomes from onboarding through adoption, value realization, renewal and expansion, while owning day-to-day service performance for assigned accounts The role sits at the intersection of Clients, Service Delivery, and Sales, with accountability for ensuring that each client is: 37 Achieving measurable business outcome 37 Receiving reliable, SLA-compliant service 37 Healthy, referenceable, and renewing 37 Growing with Diversified In parallel, the role mentors Client Success Managers and contributes to the playbooks, health scoring, and reporting standards that make client success scalable and repeatable. Primary Duties and Responsibilities: 1. Client Success Strategy & Outcomes 37 Align with clients on measurable business outcomes and OKRs at onboarding, and build and maintain the customer success plan 37 Build executive relationships and act as a trusted advisor to business and technical sponsors 37 Lead quarterly executive business reviews (EBRs) covering outcomes versus OKRs, service performance, roadmap, and recommendations 37 Track and document value realization and ROI, tied to the success plans 37 Build a strategic roadmap aligned to each client's future needs and business growth initiatives 2. Adoption, Health & Risk Management 37 Drive adoption and usage of managed services through user enablement, training, and best practices 37 Monitor usage, identify adoption barriers, and drive actions to remove them 37 Own the customer health score and risk register, identifying risks early and driving remediation with Service Delivery, Professional Services, and the Account Team 37 Capture client feedback through surveys and reviews, and route themes to Product, Service Delivery, and Operations 3. Service Delivery Management (Acting SDM 37 Own SLA and experience-level (XLA) attainment for assigned accounts, publish service performance reporting, and act on misses 37 Serve as the single point of escalation, coordinating major incident response with the NOC, Service Desk, and field teams and keeping the client informed 37 Lead post-incident reviews with root cause analysis, and drive permanent fixes for recurring issues through problem management 37 Coordinate planned changes, maintenance windows, and client approvals, protecting critical windows such as live events, broadcasts, and trading hours 37 Run monthly service reviews covering ticket trends, backlog, SLA results, and open risks 4. Contract, Renewal & Growth 37 Keep delivery within contracted scope and the service catalog, manage SLA credits, and flag scope changes to the Account Team 37 Own the renewal plan for assigned accounts, starting 180 days before renewal, including strategy, risks, value proof, and timeline 37 Identify new use cases, services, and expansion opportunities, and hand qualified opportunities to the Account Team 37 Turn satisfied clients into references, case studies, testimonials, and advisory program members 5. Continual Improvement & Account Operations 37 Maintain a service improvement plan linked to the customer success plan, with owners and dates 37 Coordinate field engineers, OEMs, and partners to resolve issues and meet delivery commitments 37 Keep runbooks, contacts, escalation paths, and asset records current in the ITSM tool 37 Use operational performance data as an early-warning signal for account health 6. Leadership & Practice Development 37 Mentor and coach Client Success Managers, and act as an escalation point and backup for complex accounts 37 Lead onboarding and transition for strategic and multi-site clients 37 Contribute to Client Success playbooks, health scoring, governance templates, and reporting standards 37 Share wins, lessons learned, and best practices across the Client Success and Service Delivery teams Required/Desired Knowledge, Experience and Skills: Must-Have Experience 37 7+ years' experience in customer success, account management, service delivery management, or a similar client-facing role in technology services 37 Proven record managing renewals, adoption, and executive relationships for enterprise clients 37 Demonstrated experience owning SLA performance, escalations, and service reviews for managed services accounts 37 Working knowledge of incident, problem, and change management, with ITIL 4 Foundation or equivalent 37 Experience with health scoring, usage analytics, and outcome-based reporting 37 Experience managing a portfolio of complex, multi-site enterprise accounts Technical & Commercial Capability 37 Strong understanding of managed services operating models (onsite, remote, hybrid) and ITSM platforms 37 Commercial awareness of contracted scope, entitlements, SLA credits, renewals, and expansion 37 Ability to translate service performance and usage data into clear business value for executives 37 Ability to build and present data-driven reporting, including service performance, health, and value realization Preferred Experience 37 Experience with managed services, networking, collaboration, or audio visual technology 37 Familiarity with media, broadcast, live events, or other Diversified verticals 37 Experience with SLA and XLA reporting and service improvement plans 37 Experience using AI-assisted tools for account insight and automation 37 Experience mentoring Client Success Managers or building customer success playbooks Core Competencies 37 Trusted-advisor presence with strong executive communication, facilitation, and presentation skills 37 Proactive and data-driven, engaging clients before they have to ask 37 Operational ownership: owns the incident, communicates early, and closes the loop with a root cause 37 Ability to influence senior stakeholders and work as one team across Sales, Delivery, Product, and Operations 37 Structured and organized approach to managing multiple strategic accounts 37 Consistent, then tailored: applies standard playbooks and adapts them to each client's industry and goals 37 Commitment to continuous improvement and sharing lessons across the organization What We Offer: We believe great people deserve great benefits. In addition to competitive compensation, we offer a comprehensive benefits package designed to support your health, financial wellbeing, and work-life balance: 37 Multiple medical plan options to fit you and your family's needs 37 HSA & HRA company contributions 37 Dental coverage, including orthodontic benefits, and vision plans 37 Company-paid benefits 37 Basic Life, AD&D 37 Short-Term and Long-Term Disability insurance 37 Employee Assistance Program (EAP) 37 Generous paid time off - 3 weeks PTO plus company holidays and floating holidays 37 401k with company match 37 Paid maternity leave 37 Healthcare and Dependent Care Flexible Spending Accounts (FSA) 37 A wide range of voluntary benefits including Critical Illness, Hospital Indemnity, Accident Insurance, Pet Insurance, Homeowners and Auto Insurance, Supplemental Life and AD&D coverage, and Legal Services 37 Commuter benefits 37 And much more