Customer Success Manager Leader - Cross Industry Solutions

Job Description:

Overview

The Americas Cross Industry Solutions (CIS) Client Success Management Leader is a player-coach responsible for customer success, account growth, and financial performance across a portfolio of strategic enterprise clients while leading a team of Client Success Managers (CSMs).

Supporting DXC's Consulting & Engineering Services (CES) business, this leader drives customer retention, expansion, revenue growth, profitability, and executive relationships across the CIS portfolio. Working closely with Sales, Client Partners, Delivery, Industry Leaders, and Practices, they ensure consistent execution of account strategies, business development, delivery governance, and customer outcomes.

The ideal candidate combines customer success leadership, commercial acumen, technology expertise, and a proven ability to develop high-performing teams.

Client Success, Growth & Delivery Leadership

• Own and grow a portfolio of strategic CIS accounts, driving customer satisfaction, retention, renewals, and expansion.
• Build trusted relationships with senior client stakeholders and serve as an executive escalation point.
• Lead account planning, executive business reviews, and customer success governance.
• Identify and accelerate growth opportunities across DXC's CES portfolio.
• Partner with Sales, Client Partners, and Delivery Leaders to expand existing accounts and ensure successful customer outcomes.
• Monitor customer health, delivery performance, and operational risks, driving proactive issue resolution.

Business Development & Pipeline Management

• Drive expansion pipeline generation and account growth across the CIS portfolio.
• Partner with Sales, Consulting, Industry Leaders, and Solution Architects to develop growth strategies.
• Maintain disciplined opportunity, forecast, and account management practices.
• Support strategic pursuits, executive presentations, and growth initiatives to achieve revenue and bookings targets.

Financial Leadership & P&L Management

• Own revenue, profitability, retention, and growth performance across the assigned portfolio.
• Lead forecasting, financial planning, pipeline reviews, and margin management activities.
• Drive sustainable growth through account expansion, operational efficiency, and resource optimization.
• Partner with Finance, Sales, Delivery, and Practice Leaders to achieve quarterly and annual financial objectives.
• Ensure strong financial governance, forecasting accuracy, and portfolio performance management.

Technology & Solution Expertise

Maintain working knowledge of DXC's CES portfolio, including:

• Digital Engineering
• Software Engineering
• Enterprise Platforms
• Application Development & Modernization
• Cloud Transformation
• Data, Analytics & AI
• Automation
• Industry Solutions

Leverage DXC capabilities to help clients achieve measurable business outcomes.

Required Qualifications

• 10+ years of experience leading and growing enterprise accounts within a technology services, consulting, engineering, or managed services environment.
• 5+ years leading customer-facing teams.
• Proven success driving revenue growth, profitability, customer retention, and account expansion.
• Experience managing portfolios with accountability for financial performance and P&L objectives.
• Strong understanding of forecasting, account profitability, revenue management, and operational governance.
• Experience supporting clients in one or more of the following industries:
  • Technology
  • Travel & Transportation
  • Energy & Utilities
  • Media & Telecommunications

Leadership Competencies

• Client Success Leadership
• People Leadership & Coaching
• Revenue Growth & Account Expansion
• P&L Ownership
• Financial Planning & Forecasting
• Portfolio Management
• Executive Relationship Management
• Commercial Acumen
• Cross-Functional Collaboration
• Operational Excellence

Key Success Metrics

• Revenue attainment
• Portfolio profitability and margin performance
• Customer retention and renewal rates
• Expansion revenue and pipeline growth
• Customer satisfaction (CSAT/CES/NPS)
• Delivery performance and SLA achievement
• Executive relationship strength
• Team engagement, retention, and development
• Forecast accuracy
• Achievement of annual business and financial objectives

Location: Dallas, TX (Hybrid)

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