About this role
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.