Lead - Client Success Manager

Description

Position at Zones LLC.

Company Overview:

When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, there’s really only one: Zones – First Choice for IT.TM

Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need, Zones, a Minority Business Enterprise (MBE) in business for over 35 years, specializes in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services. Operating in more than 120 countries, leveraging a robust portfolio, and utilizing the highest certification levels from key partners, including Microsoft, Apple, Cisco, Lenovo, Adobe, and more, Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need, they can Consider IT Done. Follow Zones, LLC on Twitter @Zones, and LinkedIn and Facebook.

Position Overview:

As the Lead Client Success Manager (CSM), you will lead a team of Client Success Managers while also managing a portfolio of strategic customer accounts. This role is critical in driving customer retention, satisfaction, service adoption, and revenue expansion by ensuring alignment between customer goals and our technology solutions.

You will be the primary point of escalation, advisor, and coach to both your team and our customers, ensuring we consistently deliver exceptional post-sales experience

What you’ll do as the (Lead: Client Success Manager (CSM)

KEY RESPONSIBILITIES

Lead & Inspire the Team

• Mentor and coach a team of CSMs to achieve customer outcomes and business KPIs.
• Define clear goals, monitor performance, and run regular 1:1s, team reviews, and skill development sessions.
• Manage workload distribution, ensuring balanced coverage and engagement across accounts.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Partner with Sales, Technical Services, Operations, and Finance to ensure unified customer support.

Drive Customer Success Strategy

• Design and implement scalable processes for onboarding, adoption, value delivery, and retention.
• Build strong relationships with strategic accounts, acting as a trusted advisor to IT leadership.
• Conduct QBRs, health checks, and strategic business reviews to showcase delivered value and identify new opportunities.
• Increase adoption of products and services to maximize ROI and minimize churn.
• Own escalation management for high-impact accounts, ensuring swift and effective resolutions.

Ensure Operational Excellence

• Standardize and refine engagement frameworks (QBRs, renewal playbooks, health monitoring).
• Collaborate cross-functionally to deliver a seamless, proactive customer experience.
• Identify risks early and take preventative action to safeguard renewals and relationships.
• Champion process improvements using customer feedback and market insights.

Manage Strategic Accounts

• Personally own a portfolio of key enterprise customers, ensuring alignment to their business objectives and IT roadmap.
• Partner with Sales to identify and close upsell and cross-sell opportunities.
• Support renewal negotiations with data-driven insights and customer advocacy.

Data-Driven Insights & Reporting

• Leverage tools like D365 and Power BI to monitor account health and engagement metrics.
• Track and report on NPS, CSAT, churn risk, renewal pipeline, and upsell opportunities.
• Provide actionable insights to leadership and feed customer intelligence back to product and service teams.

SUCCESS METRICS

As a lead client success manager in the IT technology industry, key success metrics focus on client satisfaction, retention, revenue growth, and operational efficiency. Based on industry practices, these include:

• Client Retention Rate: The percentage of clients retained over a period (e.g., quarterly or annually), indicating the ability to maintain long-term relationships. A high rate reflects consistent value delivery.
• Net Promoter Score (NPS): Measures client likelihood to recommend your services (scale -100 to +100), assessing loyalty and satisfaction with IT solutions.
• Customer Churn Rate: The percentage of clients lost, critical for identifying issues in service delivery or product adoption.
• Monthly Recurring Revenue (MRR) Growth: Tracks predictable revenue from existing clients, highlighting success in upselling or expanding services.
• Time to Value (TTV): The time from onboarding to when clients achieve measurable benefits, with shorter times reducing churn risk.
• Customer Health Score: A composite metric (e.g., usage, engagement, support tickets) to proactively identify at-risk accounts.
• Account Expansion Revenue: Revenue from upsells or cross-sells, showing the manager's ability to deepen client relationships.
• Resolution Time: Average time to resolve client issues, reflecting operational efficiency and support quality.

What will you bring to the team:

QUALIFICATIONS:

• Proven IT experience in B2B IT Industry, Client Success or Account Management with team leadership responsibility.
• Knowledge and experience with Digital workplace / end-user computing solutions.
• Strong track record in IT enterprise customer relationship management, preferably in Digital Workplace and product lifecycle solutions.
• Minimum 12 years’ experience in similar role whereby 3+ years of proven international experience in the Asia region, preferably Singapore.
• Worked in a similar role with Global IT System Integrator (SI), Global IT Solutions provider, Global channel partner etc.
• Analytical mindset with experience using CRM and BI tools.
• Ability to balance strategic thinking with hands-on account management.
• Strong project management and communication skills, with demonstrated success in a collaborative, cross-functional environment
• Subject matter expert in global programs and governance frameworks
• Excellent problem-solving, prioritization, and negotiation abilities
• Proficiency in Excel, SharePoint, and Outlook
• Ability to manage client and stakeholder expectations across departments and multiple time zones
• Experience with executive-level reporting and engagement, such as QBRs or business planning
• Degree in Business, Operations, IT Technology, or related field preferred; equivalent experience will also be considered.

Zones offers a comprehensive Benefits package.

While we’re committed to providing top-tier solutions, we’re just as committed to supporting our own teams. We offer a competitive compensation package where our team members are rewarded based on their performance and recognized for the value, they bring into our business. Our team members enjoy a variety of comprehensive benefits, including Medical Insurance Coverage, Group Term Life and Personal Accident Cover to handle the uncertainties of life, flexible leave policy to balance their work life.

At Zones, work is more than a job – it's an exciting careers immersed in an inventive, collaborative culture. If you’re interested in working on the cutting edge of IT innovation, sales, engineering, operations, administration, and more, Zones is the place for you!

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status or on the basis of disability.