Job Description:
Location: Hybrid, based in Dallas, TX, Washington, DC, Connecticut or North Carolina
Summary
The Client Success Manager (CSM) is a pivotal role responsible for driving client satisfaction, fostering account growth, and ensuring operational excellence within client engagements. This role focuses on managing all aspects of service delivery, advocating client needs, and collaborating cross-functionally to achieve desired outcomes. The CSM is responsible for key performance indicators including TCV, revenue, contract margin, and client satisfaction, while also playing a vital role in driving client retention and overall account success.
Key Responsibilities
- Being Responsible for and owning ALL aspects (both project and run) of Consulting and Engineering Services (CES) delivery on the account, including contract renewal, client satisfaction, profitability, resourcing, oversight of billable roles assigned to the account and service level agreements, thereby ensuring consistent high-quality execution across all engagements and meeting margin expectations.
- Leading a team of 3-4 CSMs supporting other accounts in the industry.
- Collaborating effectively with other offerings to deliver a consistent, full-stack experience for the account when needed, ensuring coordinated communication and clear ownership across all product deliverables from delivery through maintenance.
- Carrying responsibility for on-account growth, focusing on driving opportunities, including pipeline development, proactive solutioning, change control and accurate forecasting of revenue and contract margin.
- Serving as the central lead for all account activities outside of sales and Client Partner (CP) responsibilities, driving alignment and execution across internal and client-facing teams, and providing strategic oversight and progress reporting to the CSM Leader.
- Drive effective client partnership by aligning on resourcing strategy—ensuring clients assign capable, knowledgeable resources that complement DXC teams, and intervening strategically to resolve resourcing gaps or constraints.
- Drive financial governance by ensuring disciplined cash collection, proactively addressing AR challenges, and serving as the key decision-maker for issue resolution
- Ensure delivery and commercial compliance by partnering with Project Managers to meet contractual obligations, maintain accurate internal systems, manage change controls, and drive post-project learning and improvement.
- Collaborate effectively with peer CSMs—particularly within multi-layered or large account environments—to ensure consistent client engagement, coordinated delivery, and seamless sharing of insights and account intelligence.
- Serving as the voice of the client within CES, advocating for their needs and expectations, aligning delivery teams to client priorities and desired outcomes acting as the central point of escalation for client issues.
- Driving operational excellence on the account, implementing governance structures, tracking key performance indicators (KPIs) and identifying areas for continuous improvement.
- Collaborating closely with cross-functional teams (e.g., delivery, sales, marketing, and product) to align on client objectives, escalate risks, and surface new opportunities for value creation.
- Deep understanding of CES and DXC offerings to ensure DXC solutions are driven to the needs of the client.
Primary KPIs
TCV Revenue Contract Margin Operational and Delivery Excellence
- Scope, SLAs, audits, risks, service governance/timely reviews with customer, etc.
- Productivity: On-time, great quality, within budget, LPI, right shoring, proactive rotation of talent, automation, lean, adherence to DXC standard tools, architecture, etc.
- Operational Excellence: Workforce planning, Billability, utilization, compliance, risk governance, etc.
- Pipeline: Own & win opportunities
Client Satisfaction (References, CSAT & NPS)
Secondary KPIs
- Client retention rate
- Churn management
- Champion talent management by fostering development and engagement through coaching, mentoring, recognition, and succession planning
Key Competencies
Client Relationship Management - Building trusted partnerships Delivery Excellence & Project Leadership - On-time, quality execution Value Realization & Business Impact - Demonstrating ROI Account Growth & Expansion - Renewals and up/cross sells Internal Orchestration & Collaboration - Team coordination Resilience & Customer-First Mindset - Adaptability under pressure Digital Agility & Continuous Learning - AI and technology adoption People Leadership and Coaching
Qualifications
- Proven experience in client relationship management, demonstrating the ability to build, maintain, and leverage trusted partnerships to grow accounts in the Aerospace and Defense industry. US Federal Government experience is a plus.
- Strong background in delivery excellence and full lifecycle project leadership, with a track record of on-time, high-quality execution within budget.
- Ability to demonstrate value realization and business impact, showcasing a clear understanding of ROI for clients — turning their requirements into reality while understanding market trends and clients’ competitors’ activities to offer the best solutions.
- Experience in account growth and expansion, including successful renewals and up/cross-sells.
- Demonstrates exceptional capability in internal orchestration and cross-functional collaboration, aligning diverse teams to deliver shared objectives while effectively managing risk, leading account escalations, and driving internal change initiatives.
- Demonstrates resilience and a customer-first mindset, with the ability to adapt under pressure and prioritize client needs.
Please note: The client is in a controlled goods program environment and must comply with the International Traffic in Arms Regulations (ITAR), which mandates that all applicants be U.S. Persons.
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