Customer Success Specialist – Account Management

About the role

We are seeking a Customer Success Specialist to own a portfolio of IT‑service customers in Sri Lanka. You will act as a trusted advisor, helping clients maximise the value of their offshore teams while identifying growth and optimisation opportunities.

Key responsibilities

• Serve as the primary relationship owner for assigned customers, building senior‑level trust.
• Lead Quarterly Business Reviews and structured account planning sessions focused on performance, ROI and enablement.
• Develop and maintain Account Success Plans aligned with each client’s business objectives.
• Identify expansion opportunities, collaborate with Sales and Talent Acquisition to scope and propose additional resources.
• Provide strategic guidance on workforce planning, offshore optimisation and commercial discussions (pricing, renewals, contracts).
• Coordinate with Talent Acquisition, HR, Performance Coaching and Operations to deliver a seamless customer experience.

Required profile

• 3+ years of experience in Account Management, Channel Management or Customer Success within IT services, MSP or B2B professional services.
• Strong commercial acumen with proven ability to grow existing accounts.
• Excellent executive‑level communication and stakeholder‑influence skills.
• Experience conducting QBRs, structured account planning and managing multiple customer relationships in a fast‑paced environment.

Required skills

• HubSpot (CRM platform)
• ConnectWise (MSP platform) – optional
• Autotask (MSP platform) – optional