We are seeking an experienced Executive Manager & Customer Success Manager to bridge executive business operations, strategic account management, and customer success.
This role is responsible for supporting sales leadership, managing relationships with strategic customers, driving customer retention, and leading the resolution of critical customer escalations. The successful candidate will serve as a trusted business partner to senior leadership while ensuring exceptional customer experiences and long-term client success.
This is a high-visibility role requiring strong commercial awareness, executive-level communication, stakeholder management, and the ability to manage multiple priorities in a fast-paced environment.
Key Responsibilities
Executive Management & Sales Support
- Support the Head of Sales in driving strategic initiatives and business priorities.
- Prepare executive reports, dashboards, presentations, and customer briefings.
- Coordinate leadership meetings and track execution of key action items.
- Facilitate communication between leadership, customers, and internal teams.
- Support business planning, performance tracking, and operational excellence initiatives.
Customer Success Management
- Manage relationships with strategic and enterprise customers.
- Develop and execute customer success plans to maximize customer satisfaction and retention.
- Conduct regular customer business reviews and engagement meetings.
- Monitor customer health and proactively identify risks and opportunities.
- Drive long-term customer loyalty and advocacy.
Executive Escalation Management
- Lead the management of high-priority customer escalations.
- Serve as a key point of contact for executive-level client concerns.
- Coordinate cross-functional teams to identify and resolve customer issues.
- Develop recovery plans and maintain clear communication throughout the escalation process.
- Conduct root cause analysis and implement preventive actions.
Strategic Account Management
- Support customer retention, contract renewals, and revenue protection.
- Build trusted relationships with key stakeholders and decision-makers.
- Identify account growth opportunities and support account expansion initiatives.
- Maintain account plans, stakeholder maps, and customer engagement strategies.
- Ensure delivery against customer commitments and expectations.
Requirements
Experience
- Minimum 10 years of experience in Customer Success, Strategic Account Management, Client Services, Relationship Management, or Commercial Operations.
- Proven experience managing strategic customer relationships.
- Experience handling complex customer escalations and sensitive client situations.
- Experience supporting senior leadership and working with executive stakeholders.
- Experience within Technology, SaaS, Telecommunications, Professional Services, Consulting, or related industries is preferred.
Skills & Competencies
- Customer Success Management
- Strategic Account Management
- Executive Stakeholder Management
- Client Relationship Management
- Customer Retention & Growth
- Escalation & Crisis Management
- Commercial Awareness
- Problem Solving & Decision Making
- Executive Communication & Presentation Skills
- Cross-Functional Collaboration
- CRM & Customer Lifecycle Management
What Success Looks Like
- Strong customer retention and satisfaction levels.
- Successful management of strategic client relationships.
- Timely resolution of executive escalations.
- Effective coordination with leadership and cross-functional teams.
- Increased customer engagement, loyalty, and account growth.
- High-quality executive reporting and business support.
