Customer Success Manager – CSM

The Role

Responsibilities
We are looking for a Customer Success Manager who will be responsible for all aspects of account management maintaining and growing current NPS score, revenues and margin targets for the account(s). You will lead contract extension negotiations, continuously monitor the Quality of Service, establish and implement a plan to achieve growth and be available to assist the programme /project managers in the event of an escalation. As CSM you will be continuously and proactively working with all the Competency Centres (CC) to improve service delivery within the account(s) and communicating with the CC and Sales leadership to build a plan to achieve your KPI targets through:

• strengthening long term relationships with customers based on Zenitech's delivery performance & wider capabilities to secure a base for achieving existing revenues and to sell additional revenue streams.
• seeking customer feedback to provide input to the Delivery and Sales functions with the aim of promoting continuous improvement in all Zenitech's offerings & processes.
• exchanging "account intelligence" for Zenitech's service performance and sales opportunities with project /programme managers / lead engineers to ensure better client satisfaction and develop a more holistic understanding / feedback for all Zenitechers
• complying with established Zenitech's account management processes & policies designed to ensure enhanced client satisfaction.

What you will do

• Build/ expand relationships with our customers.
• Secure project extensions for existing business and manage the sale of new business expansions in existing or additional areas.
• Report and actively participate in account reviews and sales pipeline meetings.
• Review and follow all approval processes for proposals and contracts before submitting to the client.
• Act as a POC for client(s) in case of any Commercial escalations
• Ensure Delivery Assurance are fully aware of the requirements to meet our customer's contractual commitments.
• Track customer satisfaction and arrange regular service delivery reviews involving the customer and if required CCM leadership.
• Collect relevant data, create reports across multiple accounts

Requirements

• Strong sales experience (5 years+)
• Strong Account/ Client management experience across multiple accounts
• Project management experience
• Great stakeholder management skills
• Proactive attitude
• Strong customer focus

What we offer

• Hybrid working model with remote work opportunities (*) and flexible working hours
• Private Health Insurance
• People Lead system for your personal development
• A culture of continuous growth, providing various training resources
• Referral System
• Agile mindset, simplified processes, and a great atmosphere where commitment and autonomy are celebrated
• A community-first mindset working with talented people across technology products and consulting
• 20 vacation days, increasing according to labor law
• Extensive cafeteria package

About Us
Zenitech is a leading technology solutions provider dedicated to reshaping the global digital landscape. Headquartered in the UK, Zenitech operates internationally, with offices in Lithuania, Romania, and Hungary.

We use a bespoke approach depending upon where the client is on their digital journey, comprising a combination of access to dedicated R&D labs, technology implementation advice, and specialist nearshore development talent. As an international community of individuals who are open to learn from each other, we collectively define and input into the digital future of the clients' businesses.

Why Zenitech?

• Impactful Projects: Drive meaningful change through digital transformation projects and have an opportunity to make an impact on many different industries.
• Collaborative Culture: Be part of a diverse, inclusive team committed to growth, innovation, and continuous learning.
• Professional Growth: Zenitech supports continuous learning and development through the People Lead system, helping you advance your skills and career.

Diversity and Inclusion

Zenitech celebrates diversity in all its forms. We aim to create an inclusive environment where everyone feels valued for their unique contributions and perspectives. If you require any adjustments during the application process, please let us know—we're here to help. Our commitment to diversity, equity, inclusion, and belonging can be found here.