Customer Success Account Manager (CSAM)

Role Purpose:

The Customer Success Account Manager (CSAM) is responsible for managing and growing a portfolio of Strategic Customers and Growth Customers, ensuring they achieve measurable business value from their investment in Codec whilst driving customer retention, satisfaction, adoption and growth.

The CSAM acts as the primary relationship owner for assigned customers, building trusted advisor relationships with key stakeholders and identifying opportunities to expand Codec's footprint within each account.

This role combines Customer Success, Strategic Account Management and Commercial Growth, ensuring strong customer outcomes translate into high levels of customer retention, expansion and long-term loyalty.

Working closely with Delivery, Consulting, Support and Sales teams, the CSAM will proactively manage customer health, drive adoption of Codec services and Microsoft technologies, and identify opportunities to help customers achieve their strategic objectives.

Customer Success & Value Realisation:
·        Build trusted advisor relationships across assigned customer accounts.
·        Develop a deep understanding of customer business priorities,
         challenges and strategic  goals.
·        Create and maintain Customer Success Plans for all assigned
         customers.
·        Drive adoption and business value realisation across Codec solutions
         and services.
·        Monitor customer health and proactively identify risks.
·        Act as the voice of the customer within Codec.
·        Manage customer escalations and coordinate internal teams to achieve
         successful   outcomes.
·        Increase customer advocacy, references and success stories.
Strategic Account Management:
·        Own and maintain account plans for all Strategic Customers and
         Growth Customers.
·        Develop strong relationships with both business and technical
         stakeholders.
·        Understand customer budgets, technology roadmaps and
         transformation priorities.
·        Maintain stakeholder maps, account intelligence and growth plans.
·        Support executive engagements and governance meetings.
·        Lead Quarterly Business Reviews (QBRs).
·        Ensure customers view Codec as a strategic partner rather than a
         supplier.
·        Develop trusted relationships that position Codec for long-term growth.
Commercial Growth & Expansion:
·        Identify upsell and cross-sell opportunities across the Codec portfolio.
·        Generate qualified opportunities from existing customer relationships.
·        Work with Sales and Solution Specialists to develop and progress
         opportunities.
·        Identify opportunities around Licenses, AI, Microsoft Copilot, Data,
         Security, Cloud and Business Applications.
·        Maintain visibility of expansion opportunities and future pipeline.
·        Contribute directly to retention and growth targets across the
         customer Success & Account Management function.
·        Drive revenue growth within Strategic Customer accounts through
         proactive engagement and opportunity identification.
·        Identify and progress expansion opportunities across the Growth
         Customer portfolio.
Customer Retention & Renewals:
·        Support renewal planning activities across assigned accounts.
·        Identify renewal risks early and develop mitigation plans.
·        Ensure customers remain engaged throughout the contract lifecycle.
·        Maintain visibility of upcoming contract renewals.
·        Work closely with the Team Lead to protect recurring revenue streams.
·        Drive high levels of customer retention across the portfolio.
·        Ensure all customers have a clear success and engagement plan linked
         to renewal objectives.
 
AI & Innovation Opportunity Creation:
·        Ensure every customer engagement explores opportunities for
         innovation and business improvement.
·        Identify opportunities for AI, Microsoft Copilot, automation, analytics
         and digital transformation solutions.
·        Work closely with Codec specialists to position new capabilities.
·        Help customers understand Microsoft innovation roadmaps and
         emerging technologies.
·        Create a pipeline of AI-led opportunities within the existing customer
          base.
·        Promote Codec's broader capabilities to support customer
         transformation initiatives.
Customer Governance & Reviews:
·        Facilitate regular customer engagement meetings.
·        Lead Quarterly Business Reviews (QBRs).
·        Track customer actions, risks and opportunities.
·        Produce executive-level customer reports and success updates.
·        Ensure CRM records remain accurate and up to date.
·        Maintain accurate forecasts on opportunities, renewals and customer
         health.
·        Provide structured updates to the Team Lead on account performance
         and customer engagement.
 
Internal Collaboration:
·        Partner closely with Delivery teams to ensure customer outcomes are
         achieved.
·        Collaborate with Support teams to improve customer satisfaction and
         service quality.
·        Work with Sales teams to identify and develop growth opportunities.
·        Share customer feedback and market insights across Codec.
·        Contribute to continuous improvement initiatives across the Customer
         Success & Account Management function.
·        Support the wider commercial strategy by identifying customer trends,
         risks and opportunities.
Key Performance Indicators (KPIs):
 | Customer Success | Customer Satisfaction (CSAT), Net Promoter Score (NPS), Customer Health Score, Customer Reference Generation, Customer Adoption Metrics, QBR Completion. Technology Road Maps
| Commercial Performance | Customer Retention Rate, Renewal Success Rate, Expansion Pipeline Generated, Upsell Revenue Influenced, Cross-Sell Revenue Influenced, AI Opportunities Generated, Strategic Customer Growth
| Operational Excellence | Account Plan Completion, Forecast Accuracy, CRM Data Quality, Customer Action Closure Rate, Customer Risk Management.

 ·       3-5 years' experience in Customer Success, Account Management or a
         customer-facing commercial role.

·        Experience managing enterprise, strategic or growth customer
         relationships.

·        Strong commercial awareness and business acumen.

·        Experience identifying growth opportunities within existing customer
         accounts.

·        Ability to engage confidently with both business and IT stakeholders.

·        Excellent communication and presentation skills.

·        Strong analytical and problem-solving capabilities.

·        Familiarity with Microsoft technologies, Microsoft 365, Business
         Applications, Security, Data and AI solutions is desirable.

Key Skills & Behaviours:

  | Customer-first mindset | Commercial awareness
  | Strategic thinking | Relationship building
  | Executive stakeholder management | Consultative selling
  | Opportunity identification | Account planning and governance
  | Communication and presentation skills | Collaboration and teamwork
  | Accountability and ownership | Continuous learning and curiosity

Success in the Role:

·        Established trusted advisor relationships across a portfolio of Strategic
         Customers and Growth Customers.

·        Achieved strong customer retention and renewal performance.

·        Built a healthy pipeline of expansion and AI opportunities.

·        Improved customer satisfaction, adoption and advocacy levels.

·        Embedded robust account planning and QBR disciplines across their
         customer portfolio.

·        Demonstrated strong growth within assigned customer accounts.

·        Become a recognised advisor to both customers and internal Codec
         teams.

·        Made a measurable contribution to Codec's retention, growth and
         customer success objectives.

Why Join Codec?

This is an opportunity to play a key role in Codec's growing Customer Success & Account Management function. You will work with some of Ireland and the UK's leading organisations, helping them maximise the value of their technology investments while supporting Codec's strategy of customer retention, expansion, innovation and long-term growth.