Customer Success Manager

• Manage post-sales operations after the Customer Success Manager has closed new business opportunities
• Ensure the smooth execution of client contracts, service agreements, invoicing, and ongoing updates
• Assist the BDM in business development activities
• Take the draft agreement from the BDM / legal templates, liaise with clients and internal stakeholders to finalize terms
• Track and manage the contract execution process
• Maintain a contract repository, ensuring all versions and amendments are documented
• Draft, negotiate, and finalize Service Level Agreements with clients
• Monitor that the SLA commitments are enforceable and documented
• Issue contract amendments, change orders, or addenda
• Monitor vendor pricing changes and propagate those changes into client contracts
• Generate invoices for clients per contract terms
• Validate the costing and service parameters used in the invoice against the contract and SLA
• Maintain clear records: contract logs, change histories, billing histories, client correspondence

Customer Success Manager – IT MSP

Client Success Manager

Client Success Manager

Client Experience Manager

Client Success Operations Manager

Customer Success Representative – General CSR