Customer Success Account Manager (CSAM)
HybridBelfast, Northern Ireland, United Kingdom
Job Summary
Manage a portfolio of Strategic and Growth Customers by building trusted advisor relationships, driving adoption of Codec and Microsoft technologies, and ensuring measurable business value realisation. Create and maintain Customer Success Plans, monitor health scores to identify risks, and lead Quarterly Business Reviews to position Codec as a strategic partner. Identify and progress upsell, cross-sell, and AI-led expansion opportunities across licenses, Copilot, and security solutions while supporting renewal planning and protecting recurring revenue. Act as the voice of the customer to coordinate escalations and collaborate with Delivery, Consulting, and Sales teams to achieve retention and growth targets.
Required Qualifications
- 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
Desired Qualifications
- Familiarity with Microsoft technologies, Microsoft 365, Business Applications, Security, Data and AI solutions is desirable
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