Customer Success Manager

Agility Partners is seeking a Customer Success Manager to support strategic banking and financial services accounts. This role will build strong customer relationships, oversee service delivery governance, and identify opportunities to grow technology services and solutions.

What You’ll Do

• Build trusted relationships with customer executives, business and technology leaders, procurement, and supplier-management teams.
• Learn the customer’s priorities, technology roadmap, and operational challenges.
• Lead customer governance and Quarterly Business Reviews to support satisfaction, retention, and relationship health.
• Identify cross-sell and upsell opportunities across customer lines of business, coordinating with sales, pre-sales, delivery, and solution teams.
• Coordinate Statements of Work, renewals, extensions, and contract discussions with customer and internal stakeholders.
• Oversee delivery governance across consulting, project-based services, staff augmentation, managed services, and technology solutions.
• Partner with delivery managers to track scope, milestones, SLAs, KPIs, quality, budgets, and contractual commitments.
• Manage delivery risks, customer issues, and escalations through timely resolution.
• Build account plans and maintain an opportunity pipeline, including revenue forecasts and growth plans.
• Track account performance, including revenue, billing efficiency, utilization, and profitability.
• Forecast resource needs and coordinate with recruiting, workforce management, and delivery teams.
• Measure customer and business outcomes and communicate results through executive reviews.

What We’re Looking For

• Experience in customer success, account management, client relationship management, or strategic account leadership.
• Background in banking and financial services or enterprise technology services preferred.
• Strong relationship-building skills with executive, business, technology, procurement, and supplier-management stakeholders.
• Experience with contracts, Statements of Work, renewals, extensions, or commercial negotiations.
• Success developing account plans, managing pipelines, and identifying growth opportunities.
• Experience overseeing technology delivery against scope, milestones, SLAs, KPIs, budgets, and customer expectations.
• Familiarity with revenue forecasting, billing, utilization, profitability, or workforce planning.
• Strong communication and problem-solving skills, including experience coordinating teams and resolving escalations.

Why Consider This Role

• Build strategic relationships with major financial services customers.
• Help grow technology services accounts and expand customer partnerships.
• Work across sales, delivery, finance, and solution teams.
• Have a direct impact on customer satisfaction, revenue growth, and delivery performance.