Client Technology - Customer Success Manager

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Lead the Customer Success motion for a portfolio of strategic and premier accounts. Translate account priorities and client signals into coordinated technology action across Protect and Grow, while maintaining executive alignment, disciplined governance and clear accountability for outcomes.

EY is evolving Customer Success to protect the value of technology already deployed and convert account needs into technology-enabled growth. The Associate Director Customer Success Manager is a senior advisor who connects business priorities to EY products, platforms, AI, data, cloud, cybersecurity, engineering, alliances and managed services. The role creates one account-level view of technology adoption, risk, value and opportunity, then mobilizes the right teams to deliver measurable outcomes.

• Serve as the senior Customer Success Manager and trusted technology advisor for assigned accounts.
• Build and maintain an account success plan that connects business priorities, technology inventory, adoption health, risks, stakeholder feedback and growth potential.
• Lead executive success reviews and QBRs, using technology and outcome data to confirm priorities, decisions, owners and value delivered.
• Provide a clear view of how EY technology supports the account strategy, client commitments and future transformation agenda.

• Maintain an integrated view of technology deployed across the account, including products, platforms, AI solutions, data flows, cloud dependencies, security requirements and open controls.
• Identify adoption, performance, integration, data, cybersecurity, architecture and regulatory risks early; engage Product, Engineering, Architecture, Information Security, Data and Risk owners.
• Orchestrate onboarding readiness, technology inventory, supplier or client assurance requirements, issue resolution and governance without replacing the specialist teams that own assessments or approvals.
• Use adoption indicators, stakeholder feedback and service insights to identify value gaps, reduce risk and improve reliability, usage and time-to-value.
• Translate complex technology and control matters into concise business language, maintain momentum across dependencies and elevate issues that threaten client confidence or delivery commitments.

• Identify growth signals from account plans, client feedback, adoption gaps, unmet needs, technology roadmaps and emerging priorities such as AI, automation, data modernization, cloud and cybersecurity.
• Connect client needs to EY products, platforms, reusable assets, engineering capability, alliance technologies, managed services and innovation pathways.
• Partner with Customer Success Engineers and solution specialists to shape demonstrations, workshops, prototypes, onboarding and expansion plans that prove value and accelerate adoption.
• Translate technology insights into qualified demand, clear use cases and opportunity inputs for account, service line, alliance and commercialization teams.
• Support RFPs, pursuits and expansion discussions with account context, technology narratives, adoption evidence and measurable

• Act as the trusted front door into Client Technology and the broader EY technology ecosystem, making capabilities easier to navigate.
• Mobilize teams without direct authority, clarify ownership and dependencies, and create a One EY experience across account, product, engineering, regional and specialist stakeholders.
• Coach colleagues, share reusable practices and help mature the Protect and Grow methodology, service portfolio, scorecards and use of data and AI-enabled tools.

• Executive presence, consultative problem-solving and credibility with senior business and technology stakeholders.
• Technology fluency across enterprise platforms, product adoption, AI, data, cloud, integration, cybersecurity, architecture and technology risk.
• Ability to translate business needs into technology pathways, value-realization plans and qualified growth opportunities.
• Experience leading complex, cross-functional work in a matrix and influencing teams without direct authority.
• Commercial awareness, strong judgment, concise communication, analytical capability, ownership and consistent follow-through.

• Significant experience in Customer Success, technology consulting, account leadership, digital transformation, product adoption or a related discipline.
• Demonstrated success advising senior stakeholders and leading complex technology initiatives or strategic accounts.
• Experience creating account strategies, success plans, executive reviews,…