Senior Manager - Customer Success

OUR STORY

Let’s be honest: there are lots of people out there doing what we do. We’re just not convinced they’re doing it right. Businesses are hungry for innovation and opportunity, but not at the cost of their independence. At Ollion, we’ve connected companies and capabilities around the world to help ambitious organizations make the most of their transformation and leave the status quo in the dust.

WORKING AT OLLION

Innovation is risky. It demands bold steps and big questions, but that’s the price of making change. We’ve got our head in the cloud and two feet on the ground, channeling tech’s endless potential towards a single goal: making a world of difference. And we’re building a global team to do just that— a team capable of making game-changing breakthroughs without ever losing sight of the people it will impact. This is more than consulting. This is the change you can be.

THE OLLION DIFFERENCE

At Ollion, we’re all in on your independence. Our teams are seasoned. Our solutions are straightforward—sometimes even groundbreaking. And our engagements? Exactly as long as you want them to be. We deliver fresh thinking and hard-earned insight in a way that works for you and your customers, arming your organization with everything you need to make your transformation truly mean something.

WORKING WITH OLLION (our clients’ experiences)

Progress matters more than process. Our global team of cloud-native pros is all about creating new and better ways to work—not just by solving your tech challenges, but by using technology to solve your business challenges. We keep the formulas, frameworks, and ten-point plans to a minimum, tackling your most pressing problems with a proprietary mix of good-old-fashioned ingenuity and refreshing humanity.

DIVERSITY AT OLLION 

One of our cultural keystones, ‘Find the angle’ recognizes that every individual has different aspirations, needs and brings a unique perspective. 

We value diversity, inclusion, and equity (DE&I) as core to our success. We believe that a diverse workforce brings together unique perspectives, experiences, and ideas, leading to innovation, creativity, and better outcomes for our clients and our organization. We are on a journey and are committed to building a workplace that celebrates and respects individuals from all backgrounds, including but not limited to race, ethnicity, gender, sexual orientation, age, disability, and cultural heritage.  

As our commitment to diversity and inclusion is reflected in our: 

• Awareness and sensitisation programs: to create awareness and sensitisation. We encourage open dialogue, active listening, and mutual respect, creating a safe and supportive environment for everyone to contribute their unique perspectives and ideas. 
• Dedicated efforts to building diverse teams: that leverage the strength of our differences to tackle complex challenges and drive innovation. By embracing diversity, we broaden our collective knowledge, enhance problem-solving capabilities, and unlock limitless potential for our employees.

Role Overview

We are seeking a Senior Client Success Manager (CSM) to take ownership of our strategic Banking and Financial Services engagements in India, along with select key accounts across the APAC region.

The Client Success Manager (CSM) is a senior client-facing role responsible for the commercial performance, service relationship, and ongoing value realisation across Client accounts. This is fundamentally a commercial and relationship-driven position, designed to protect and expand long-term account value.

As the primary point of accountability, you will own the client experience end-to-end , operating with a high degree of autonomy to manage executive stakeholders, drive renewals, and lead growth strategies.

Key Responsibilities

1. Strategic Client Leadership

• Executive Partnership: Act as the client’s trusted partner and primary point of accountability for their Managed Services engagement, building deep rapport with stakeholders up to Group Head/C-Level.

• Business Alignment: Deeply understand the client’s business context, technology environment, risks, and priorities to ensure our services are aligned to their strategic outcomes.

• Advocacy: Advocate for the client internally, ensuring commitments and priorities are well understood by our engineering and delivery teams.

• Onsite Presence: Maintain a consistent communication rhythm through regular onsite visits to lead strategy sessions and governance meetings unassisted.

2. Commercial Ownership & Growth

• Renewals: Own the full renewal lifecycle, including shaping renewal strategy, developing pricing scenarios, and leading renewal discussions.

• Account Growth: Identify upsell and cross-sell opportunities by understanding client roadmaps, adjacent needs, and gaps in their environment.

• Revenue Management: Drive services revenue targets through assigned accounts , championing expansion opportunities across Managed Services, Cloud, Data, and Strategy capabilities.

• Commercial Health: Monitor account-level commercial metrics, including margin performance, cost drivers, contract compliance, and service profitability.

3. Service Governance & Quality Assurance

• Governance: Govern the service experience through QBRs/MBRs, SLA reporting, and service strategy reviews.

• Operational Oversight: Ensure operational teams are aligned with service commitments and ensure day-to-day service requests align to contracted scope.

• Incident Leadership: Oversee communication during major incidents, ensuring clarity, speed, escalation, and follow-through to drive stability and trust.

• Scope Management: Proactively manage exceptions and escalate scope variations where required to protect margins.

4. Continuous Improvement

• Value Creation: Work with clients to identify, develop, and standardize KPIs that demonstrate tangible value.

• Service Evolution: Identify service enhancements, process gaps, and opportunities to improve client value.

• Internal Alignment: Work with Sales, Solution Architects, and Delivery teams to ensure alignment on account strategy and validate service scopes/commercial models for new work.

• Experience: 10+ years in a senior position in Service Delivery, Account Management, or Client Success, with significant experience managing large-scale Banking or Financial Services accounts.

• Autonomy: Proven track record of managing complex client relationships and commercial negotiations independently, without the need for day-to-day supervision.

• Executive Presence: Ability to engage with and influence senior executives (Group Heads, CTOs, CIOs) with confidence and credibility.

• Commercial Acumen: Strong understanding of P&L management, contract structuring, and the ability to identify and close expansion opportunities.

• Travel: Ability to travel regularly to client sites within India and occasionally across the APAC region.

BENEFITS & PERKS FOR WORKING AT OLLION

Our employees multiply their potential because they have opportunities to: Create a lasting Impact, Learn and Grow professionally & personally, Experience great Culture, and Be your Whole Self!

Beyond an amazing, collaborative work environment, great people, and inspiring, innovative work, we have some great benefits and perks:

• Benchmarked, competitive, in-market total rewards package including (but not limited to): base salary & short-term incentive for all employees
• We are a remote-first, globally distributed organization where our people are empowered to learn, grow, and perform at their best. While most roles can be done from anywhere within your home country, some client-facing work may require onsite presence.
• Globally, we build benefit plans that offer choices for whatever stage in life our employees are in and allow for flexibility as life happens.  Employees have access to a fully comprehensive benefits package to choose the medical, dental, and vision insurance plan that best fits their lives. In addition to great healthcare coverage, we also offer all employees mental health resources and additional wellness programs.
• And more!

Ollion is an equal opportunity employer. We celebrate diversity and we are committed to creating an inclusive environment for all employees. Ollion does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, parental status, military service, or other non-merit factor.