Client Success Manager

Job Summary

The Customer Success Manager (CSM) is responsible for building and maintaining strong, long-term relationships with key customers to ensure high levels of satisfaction, retention, and growth. This role acts as a trusted advisor, aligning client objectives with Black Box's managed services and technology solutions, driving service excellence, and supporting continuous improvement across service delivery operations-particularly in data center, networking, and managed service environments for Financial Services Institutions (FSI).

Key Responsibilities

. Serve as the primary point of contact for assigned enterprise and FSI customers, ensuring smooth service delivery and long-term satisfaction.

. Develop a deep understanding of each client's infrastructure, business goals, and operational challenges to proactively offer strategic solutions.

. Oversee the end-to-end customer lifecycle, from onboarding and service transition to ongoing delivery and renewal, within the Black Box service framework.

. Drive operational excellence by coordinating with technical, operations, and project management teams to resolve issues promptly and effectively.

. Conduct regular service reviews, performance reporting, and quarterly business reviews (QBRs) to present operational insights and identify improvement areas.

. Partner with Sales and Account Management teams to identify upsell and cross-sell opportunities within existing accounts.

. Monitor key performance indicators (KPIs), service-level agreements (SLAs), and ensure adherence to contractual obligations, particularly in compliance-driven FSI environments.

. Lead customer escalations and incident management communication, ensuring timely resolution and customer confidence.

. Collaborate with internal stakeholders across Black Box global teams to implement process improvements, automation, and best practices that enhance service quality and efficiency.

. Promote customer advocacy by collecting feedback and translating insights into actionable initiatives that strengthen customer relationships and brand reputation.

Qualifications & Experience

. Bachelor's degree in Information Technology, Business Administration, or a related discipline.

. 5+ years of experience in customer success, service delivery, or account management roles-preferably within data center, network infrastructure, or managed services industries.

. Proven track record in supporting Financial Services Institutions (FSI) and managing enterprise clients with critical infrastructure dependencies.

. Strong understanding of ITIL principles, service management frameworks, and operational processes.

. Excellent communication, negotiation, and stakeholder management skills.

. Analytical mindset with the ability to interpret performance data and drive improvement plans.

. Proficiency with CRM, ticketing, and service management tools (e.g., ServiceNow, Salesforce).

. Certification in ITIL, PMP, or Customer Success Management (preferred).

. Prior experience in a managed services provider environment such as Black Box Network Services is highly advantageous.

Key Competencies

. Customer-centric and relationship-driven approach.

. Strong problem-solving and analytical abilities.

. Excellent communication and presentation skills.

. Strategic thinking with attention to operational details.

. Ability to work collaboratively with cross-functional and regional teams.

. Resilient, proactive, and results-oriented.