Client Technology - Customer Success Management Technical Customer Success Manager

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Technology is central to how EY serves clients and protects trust. The Associate Director, Technical Customer Success Manager (TCSM) is the senior technical advisor for strategic accounts, combining customer success, architecture, cloud, cybersecurity and risk expertise to improve technical health, accelerate secure adoption and translate technology performance into measurable business value.

Working with Customer Success Managers (CSMs), Global Client Service Partners, account technology leaders, Product and Engineering, Information Security, Risk Management and Support, the TCSM owns the technical success plan and coordinates action across the customer lifecycle.

Own account technical health and protection

• Own a portfolio-level view of technical health across adoption, utilization, service performance, incidents, security posture, dependencies, technical debt and open risks.
• Define health indicators, thresholds and action plans; lead recurring technical health reviews and provide clear executive reporting on business impact, decisions, owners and next actions.
• Proactively identify technology, security, privacy, resilience, integration and operational risks that could affect client trust, service continuity or revenue; coordinate mitigation with the accountable governance and delivery teams.
• Lead technical coordination for significant incidents and escalations, including impact assessment, recovery planning, executive communication and post-incident follow-through.

Drive secure adoption and measurable value

• Partner with CSMs to build outcome-based success plans that connect customer priorities, technical milestones, adoption, value realization and risk reduction.
• Guide onboarding, implementation, integration, configuration, optimization and operational readiness for priority capabilities; remove technical blockers and improve time to value.
• Use product engagement, service, integration and risk signals to identify under utilization, adoption gaps and opportunities to protect or grow the account.
• Communicate measurable outcomes such as adoption, resilience, productivity, risk reduction and value realized; support renewal and expansion strategy through technical insight.

Serve as a trusted technical advisor

• Build credibility with senior account leaders, CIO and CTO organizations, CISOs, enterprise architects, product owners and engineering teams.
• Lead architecture reviews, technical workshops, governance discussions and protection planning; translate complex technical and security issues into business implications, options and recommendations.
• Advise on cloud, cybersecurity, identity, data protection, AI, integrations, resilience and emerging technology risks using an industry-informed and risk-aware perspective.
• Lead through influence across a complex, global and matrixed environment, mobilizing Product, Engineering, Security, Risk and Support around customer outcomes.

Scale insight, governance and the CSE practice

• Maintain actionable technology intelligence on capabilities, ownership, dependencies, lifecycle status, risks and opportunities for assigned accounts.
• Act as the voice of the customer by converting feedback, technical blockers and field patterns into structured product, roadmap, service and support recommendations.
• Create reusable health scorecards, success plans, escalation playbooks, reference materials and executive reporting; use approved AI and automation to improve analysis and consistency.
• Mentor colleagues and…