Customer Relationship Manager – Lead

Role Overview

• Own the end-to end health growth and performance of assigned client (s) with full accountability for revenue retention, expansion and customer satisfaction, while developing and executing multi-year account strategies that align CSG capabilities with the client’s business objectives, growth plans, and industry trends.
• Partner with Sales, Internal teams and Solution teams to identify, shape, and close expansion opportunities, including new products, enhancements, and enterprise solutions while driving revenue growth across the portfolio by leading the team to proactively identify cross-sell, upsell, and innovation opportunities.
• Lead, mentor, and develop a team of Customer Delivery Managers (CDMs) and Customer Relationship Managers (CRMs) to ensure consistent, high-quality client engagement and delivery.
• Establish clear accountabilities, performance expectations, and success metrics aligned to revenue growth, client satisfaction, and operational excellence.
• Foster a high-performance, client-centric culture, emphasizing accountability, continuous improvement, and proactive problem solving.
• Lead executive-level engagement, including Quarterly Business Reviews (QBRs), strategic planning sessions, and performance discussions.
• Responsible for the account from beginning of life cycle.
• Deeply understand the client’s business model, financial drivers, and strategic priorities to influence decision-making and strengthen the partnership.
• Manage, define and monitor key success metrics to measure account health, adoption, satisfaction, and business outcomes.
• Lead efforts to drive adoption and optimization of CSG products and services across the client’s organization by proactively identifying and mitigating risks to client retention, satisfaction, or growth and drive innovation in how solutions are expanded.

Requirements

• A bachelor’s degree in business, computer science, related field or equivalent experience
• 8+ years of product, solutions, and/or technical customer support experience in a comparable environment
• An established reputation as a high integrity performer with strong issue management skills
• Ability to manage small to medium-sized projects from start to finish with a high level of customer satisfaction
• Excellent verbal and written communication skills
• The ability to build and maintain relationships with internal/external clients at all levels of the organization as well as consult with the customer and assist them in defining their needs based on product industry knowledge
• The ability to analyze workflow, evaluate systems, and formulate plans and are able to translate business requirements into technical solutions
• The ability to consult, negotiate, and problem solve, while demonstrating strong interpersonal skills
• Ability to read, write, speak and understand the English language proficiently in a business environment.

Benefits

• This role is eligible for a bonus opportunity