Job Role
A strategic, client-facing role responsible for growing existing accounts (farming), ensuring delivery success, supporting Statement of Work creation, and formally closing customer projects with measurable outcomes
Account farming & revenue growth
Identify and pursue upsell and cross-sell opportunities within existing accounts to grow revenue
Conduct regular business reviews to surface new needs aligned to client goals
Maintain a healthy account expansion pipeline in CRM; track whitespace and expansion signals
Collaborate with sales and pre-sales teams to develop account growth strategies
Business reviews & customer engagement
Plan and facilitate structured business reviews on agreed cadences — weekly check-ins, monthly service reviews, and quarterly business reviews (QBRs)
Lead QBR conversations at senior stakeholder level, presenting value delivered and aligning on next-quarter priorities
Use monthly reviews to track progress against the customer success plan and surface early warning signs
Project closure & handover
Lead formal project closure activities including client sign-off, deliverable acceptance, and lessons learned
Conduct closure meetings to confirm all SOW obligations have been met and document outcomes
Gather end-of-project CSAT/NPS feedback and share insights with delivery and leadership teams
Identify next engagement opportunities at closure — renewals, follow-on projects, or expanded scope
Ensure smooth transition to BAU support or managed services post-project
Statement of work (SOW) support
Partner with delivery and pre-sales teams to define scope, deliverables, timelines, and commercials for new SOWs
Review SOWs with clients to ensure alignment, manage expectations, and gain sign-off
Track SOW amendments and change orders; flag scope creep and commercial risks early
Relationship management
Serve as primary point of contact for assigned accounts throughout the lifecycle
Proactively manage risks and escalations before they impact delivery or satisfaction
Onboard new clients and guide them through initial service adoption
Reporting & governance
Prepare and present account health reports for internal stakeholders
Maintain accurate and up-to-date account records in CRM at all times
Collaborate with delivery, operations, and finance on account governance
Contribute to team-level reporting on portfolio health and expansion pipeline
Experience
5+ years in customer success, account management, or IT delivery roles
Proven track record of growing accounts through farming in an IT services environment
Experience facilitating QBRs and senior business reviews with measurable outcomes
Hands-on experience writing or co-authoring Statements of Work
Experience formally closing IT projects and managing client acceptance
Skills
Strong commercial acumen and understanding of IT services contracts
Excellent communication, facilitation, and senior stakeholder management
Ability to translate technical delivery into business value for clients
Proficiency in CRM tools (Salesforce, HubSpot)
Organised, structured, and comfortable managing multiple accounts simultaneously
Key Metrics
Customer retention rate (Renewal Rate)
Net Revenue Retention (NRR)
Customer satisfaction (NPS/CSAT)
Product/service adoption rates
QBR Completion rate
