Customer Success Specialist (Sri Lanka)

About the Role

We are looking for a Customer Success Specialist to take ownership of a portfolio of customers and drive retention, growth, and long-term commercial success.

This is a strategic, revenue-influencing role where you will act as a trusted partner to customers, helping them maximise the value of their offshore teams while identifying opportunities for expansion and optimisation. You will build senior-level relationships, lead structured account planning and business reviews, and connect customer objectives with internal capabilities to deliver strong commercial and customer outcomes.

Ideal Profile

Required Experience & Skills

- 3+ years of experience in Account Management, Channel Management, or Customer Success within IT services, MSP, or B2B professional services.

- Experience working with MSPs, IT service providers, or technology services organisations.

- Strong commercial acumen with an understanding of revenue, margins, and business growth drivers.

- Proven ability to grow existing accounts and identify expansion opportunities.

- Excellent executive-level communication and presentation skills.

- Strong ability to influence stakeholders and establish trusted-advisor relationships.

- Demonstrated stakeholder management skills across multiple internal teams.

- Experience conducting QBRs and structured account planning sessions.

- Ability to manage multiple customer relationships in a fast-paced environment.

- Experience using CRM platforms, preferably HubSpot.

Preferred but Not Essential

- Understanding of offshore or distributed workforce models.

- Experience with MSP platforms such as ConnectWise or Autotask.

- Exposure to global workforce, outsourcing, or offshore delivery models.

Responsibilities

Account Ownership & Relationship Management

- Act as the primary relationship owner for an assigned portfolio of customers.

- Build trusted relationships with business owners, directors, and operational leaders.

- Lead structured customer check-ins and Quarterly Business Reviews focused on performance, ROI, and enablement.

- Develop and maintain Account Success Plans aligned with each customer's business objectives.

- Proactively manage relationships to maximise retention and long-term partnership value.

Growth & Expansion

- Identify and develop expansion opportunities within existing customer accounts.

- Partner with Sales and Talent Acquisition to scope customer requirements and develop proposals for additional team members.

- Contribute to revenue growth through account expansion and increased customer value.

Commercial & Strategic Alignment

- Develop a strong understanding of each customer's business model, commercial priorities, service mix, and growth objectives.

- Provide strategic guidance around workforce planning and offshore optimisation.

- Monitor account health, engagement levels, team performance, and emerging risks.

- Support commercial discussions relating to pricing, renewals, and contract extensions.

Cross-Functional Coordination

- Work closely with Talent Acquisition, HR, Performance Coaching, and Operations to deliver a high standard of customer service.

- Proactively identify and escalate risks before they impact customer satisfaction or retention.

- Represent customer needs internally and advocate for improvements to processes and service delivery.

Performance & Value Realisation

- Support a seamless customer onboarding experience and help customers realise value from their partnership.

- Ensure customers have a clear understanding of the ROI generated by their offshore teams.

- Facilitate structured performance conversations between customers and team members in partnership with People & Culture.

- Maintain proactive customer engagement to identify concerns early and reduce churn risk.

Success Measures

- Customer retention and long-term account health.

- Growth in expansion and account revenue.

- Customer satisfaction and NPS.

- Successfu