Client Success Manager

Job Title:

Client Success Manager (Senior Manager)

Location: UK South (M3/M4 Corridor) – 5 Days Onsite
Business Area: Aerospace & Defence

DXC Technology is seeking a senior Client Success Manager (CSM) to join our Aerospace & Defence business area. Acting as the primary point of contact and trusted advisor for key clients, the CSM is responsible for driving exceptional client outcomes through service excellence, strong financial performance, and sustainable account growth.

This is a highly visible, client-facing leadership role with accountability for delivery performance, renewals, retention, and growth initiatives. The successful candidate will support one of DXC’s most significant accounts.

Due to the nature of this role and client environment, candidates must be UK Nationals and have maintained UK residency for a minimum of 10 consecutive years with no gaps. The role is site-based, requiring 5 days per week onsite presence within the M3/M4 corridor.

• Build and maintain strong executive-level relationships, acting as a trusted advisor to senior client stakeholders.
• Align DXC services and solutions with client strategic objectives and business outcomes.
• Represent DXC with credibility and professionalism in executive forums and governance meetings.
• Oversee contracted service obligations, ensuring proactive, high-quality service delivery.
• Drive effective issue resolution and continuous service improvement.
• Monitor SLAs, KPIs, and contractual performance metrics to ensure commitments are consistently met or exceeded.
• Lead contract renewals and manage sub‑£5m growth opportunities.
• Identify and pursue upsell and cross‑sell opportunities within the account.
• Collaborate with Client Partners and Sales teams to support larger strategic deals and expansion initiatives.
• Manage forecasting, margins, budgets, and overall account financial performance.
• Ensure commercial governance and financial discipline across the account.
• Track revenue performance and identify areas for optimisation.
• Develop and execute strategic account plans aligned to client objectives and DXC Aerospace & Defence strategy.
• Lead Quarterly Business Reviews (QBRs) and structured governance frameworks.
• Ensure strong alignment between delivery performance and long‑term account strategy.
• Monitor overall account health and proactively identify risks.
• Lead structured service reviews and governance reporting.
• Drive customer satisfaction initiatives, including CSAT measurement, improvement plans, and executive feedback loops.
• Implement retention strategies to minimise churn and strengthen long‑term partnerships.
• Collaborate with delivery leaders, functional teams, and capability leads to ensure a seamless client experience.
• Provide clear direction across operational, technical, and commercial stakeholders.
• Support onboarding of new services and ensure rapid value realisation from DXC solutions.
• Drive adoption and continuous improvement across the service portfolio.

• Executive presence with the ability to influence and build credibility at C‑suite and senior stakeholder level.
• Strong commercial acumen with experience managing P&L, forecasting, and budgets.
• Demonstrable experience in review management, structured governance, and driving customer satisfaction outcomes.
• Excellent communication and presentation skills.
• Proven operational excellence and structured problem‑solving capability.
• Experience leading cross‑functional teams within complex account environments.
• Strong analytical skills to identify trends, risks, and growth opportunities.
• Proficiency with Salesforce, PSA platforms, performance dashboards, and reporting tools.

• Bachelor’s degree or equivalent professional experience.
• Demonstrated success in client‑facing account management or client success leadership roles.
• Proven track record managing large‑scale, strategic accounts within complex or regulated environments.
• Experience with in Aerospace, Defence, or similarly secure sectors is highly desirable.
• Eligible for UK security clearance.
• Must be a UK National with a minimum of 10 consecutive years UK residency (no gaps).

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