Customer Success Operations Manager Jobs in Springfield, MA

Job Description:
Location: Hybrid, Hartford, CT
Summary
The Client Success Manager (CSM) is responsible for driving client satisfaction, operational excellence, and account growth within Finance / Insurance Industry client engagements. The CSM serves as the primary day-to-day liaison between the client and DXC delivery teams, ensuring services are delivered successfully, contractual commitments are met, and client needs are addressed proactively.
Working closely with Client Partners, delivery leaders, project managers, and account teams, the CSM supports revenue growth, contract renewals, client retention, and overall account success. The role is accountable for key performance indicators including revenue, contract margin, operational performance, and client satisfaction while helping clients realize measurable business value from DXC solutions.
Key Responsibilities

• Own day-to-day Consulting & Engineering Services (CES) delivery activities across assigned accounts, including client satisfaction, contract performance, profitability, resourcing coordination, and service level attainment.
• Partner with delivery, project management, and account teams to ensure successful execution of project and managed service engagements while meeting quality, budget, and timeline expectations.
• Support account growth through opportunity identification, pipeline development, change requests, contract renewals, and proactive solutioning to address evolving client needs.
• Coordinate account activities across internal and client-facing stakeholders, ensuring alignment on priorities, risks, dependencies, and deliverables.
• Build trusted client relationships by understanding business objectives, identifying challenges, and helping align DXC capabilities to client outcomes.
• Support resource planning activities by partnering with delivery leadership to ensure appropriate skills and capacity are aligned to account requirements.
• Assist with financial governance activities, including revenue forecasting, contract margin performance, cash collection support, and resolution of operational issues impacting account performance.
• Partner with Project Managers and delivery teams to ensure contractual obligations are met, change controls are managed appropriately, and internal systems and reporting remain accurate.
• Act as the voice of the client within CES, advocating for client priorities and partnering with internal teams to address concerns, mitigate risks, and resolve issues in a timely manner.
• Implement and maintain account governance processes, including service reviews, KPI tracking, risk management, escalation management, and continuous improvement initiatives.
• Collaborate closely with sales, delivery, consulting, product, and marketing teams to identify opportunities for additional value creation and account expansion.
• Develop and maintain a strong understanding of DXC offerings, industry trends, and Finance / Insurance Industry dynamics to support client conversations and solution positioning.

Primary KPIs
Financial Performance
Revenue Contract Margin Contract Renewal Performance Pipeline Development and Opportunity Management
Operational & Delivery Excellence

• Service level attainment (SLAs)
• Contract compliance
• Risk management and governance
• Quality delivery and client outcomes
• Resource utilization and workforce planning
• Continuous improvement and operational efficiency

Client Satisfaction

• CSAT
• NPS
• Client references
• Executive and stakeholder feedback

Secondary KPIs

• Client retention
• Churn reduction
• Account growth support
• Employee engagement and team development
• Knowledge sharing and collaboration across account teams

Key Competencies
Client Relationship Management
Builds trusted partnerships and serves as a credible advisor to client stakeholders.
Delivery Excellence & Execution
Ensures successful delivery of services through strong operational management and cross-functional coordination.
Business Value & Client Outcomes
Understands client objectives and helps drive measurable business impact through DXC solutions.
Account Growth & Renewals
Identifies opportunities for expansion, supports renewals, and contributes to revenue growth.
Collaboration & Influence
Works effectively across delivery, sales, consulting, and support functions to achieve business objectives.
Customer-First Mindset
Demonstrates accountability, responsiveness, and resilience while prioritizing client success.
Digital Agility & Continuous Learning
Maintains awareness of emerging technologies, AI capabilities, and industry trends to better serve clients and support DXC growth.
Qualifications

• Proven experience in client success, account management, service delivery, consulting, or related client-facing roles within the Finance / Insurance Industry.
• Demonstrated ability to develop and maintain trusted client relationships while supporting revenue growth, renewals, and client satisfaction.
• Experience managing service delivery and complex client engagements, with a track record of delivering quality outcomes on time and within budget.
• Strong understanding of financial management concepts, including revenue forecasting, margin performance, contract management, and operational governance.
• Experience identifying and supporting account growth opportunities, including renewals, change requests, and cross-sell or upsell initiatives.
• Excellent collaboration and stakeholder management skills, with the ability to coordinate cross-functional teams and manage competing priorities.
• Strong problem-solving, communication, and organizational skills with the ability to manage risks, escalations, and client expectations effectively.
• Understanding of enterprise technology services, digital transformation, application services, cloud, data, AI, or consulting services.
• Bachelor's degree or equivalent combination of education and relevant experience.

Preferred Qualifications

• Experience working in a global delivery environment.
• Familiarity with managed services, consulting, and professional services delivery models.
• Experience supporting accounts with revenue responsibility and growth objectives.
• Knowledge of AI-driven solutions and emerging technology trends relevant to the Finance / Insurance sector.

Compensation at DXC is influenced by an array of factors, including but not limited to the experience, job-related knowledge, skills, competencies, as well as contract-specific affordability and organizational requirements. A reasonable estimate of the current compensation range for this position is $105,500 - $195,900.
Full-time hires are eligible to participate in the DXC benefit program. DXC offers a comprehensive, flexible, and competitive benefits program which includes, but is not limited to, health, dental, and vision insurance coverage; employee wellness; life and disability insurance; a retirement savings plan, paid holidays, paid time off.
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