Customer Success Manager

• Lead end-to-end client implementations, ensuring projects are delivered on time, on budget, and to a high standard
• Manage multiple client accounts simultaneously and balance competing priorities
• Guide clients through large-scale ITFM/TBM transformations
• Support post-implementation activities to ensure ongoing business value and ROI
• Perform detailed analysis of IT costs, consumption, and value
• Develop and present financial and operational dashboards, reports, and recommendations
• Gather client feedback to inform product improvements, service offerings, and best practices
• Engage senior stakeholders and align solutions with business drivers
• Act as a trusted advisor and identify opportunities to drive client success and platform adoption
• Escalate and resolve complex client issues with strategic guidance
• Collaborate with the Customer Success team to track progress and provide actionable insights
• Mentor and coach junior consultants
• Facilitate workshops, trainings, and knowledge-transfer sessions for client teams

• Relevant tertiary qualification in Finance, Accounting, Business, IT, or a related field
• Professional accounting or finance qualification such as CIMA, ACCA, or CA is advantageous but not essential
• Several years of relevant experience in consulting, customer success, or client-facing delivery, ideally in financial services or SaaS
• Strong technical knowledge of cost accounting principles
• Strong technical knowledge of IT Financial Management (ITFM) or Technology Business Management (TBM) frameworks
• Proven consulting skills and ability to lead client-facing engagements
• Experience managing complex transformation projects
• Advanced data analysis capability
• Ability to translate complex data sets into clear, actionable business insights
• Strong stakeholder management skills with senior leaders across finance, IT, and operations
• Excellent communication and presentation skills for technical and non-technical audiences
• Strong organisational skills and ability to manage multiple concurrent client engagements
• Financial services experience in banking, insurance, or asset management is desirable
• Prior experience with ITFM, TBM, or cost transparency platforms is desirable
• Collaborative, coaching mindset and interest in developing junior team members
• Comfortable working across time zones and cultures
• Subject-matter expertise in the Magic Orange platform
• Experience with Excel, Power BI, or similar data analysis and reporting tools
• Experience with Microsoft Teams, Jira, or similar collaboration and project delivery tools
• Experience with Hub Spot, Salesforce, or similar CRM and customer success platforms

Demonstrates expertise in IT Financial Management (ITFM) and Technology Business Management (TBM) frameworks, with strong capabilities in data analysis and stakeholder management. Proven ability to lead client implementations, manage multiple accounts, and deliver actionable insights to drive client success.

• IT Financial Management (ITFM)
• Technology Business Management (TBM)
• Advanced Data Analysis
• Stakeholder Management
• Client-Facing Engagements

• Cost Accounting Principles
• Data Analysis
• Financial Reporting
• Transformation Project Management
• Client Implementation

• Excellent Communication
• Organisational Skills
• Coaching Mindset
• Collaboration

• CIMA
• ACCA
• CA

• Financial Services
• Banking
• Insurance
• Asset Management
• Cost Transparency

• Excel
• Power BI
• Microsoft Teams
• Jira
• Hub Spot
• Salesforce