Customer Success Manager

Digipal is a software delivery partner for SMEs, scale-ups, and agencies across the US, UK, and EU. The Customer Success Manager will support account management, coordinate client requests with talent and delivery capacity, manage sales-to-delivery handoffs, and maintain accurate CRM records while resolving fulfillment bottlenecks.

Responsibilities:

• Work in tandem with experienced Portfolio Managers and support with day-to-day account management
• Effectively manage incoming client requests with available talent and delivery capacity, ensuring the right experts are engaged into clients' projects
• Proactively identify new opportunities within client portfolio and ensure effective fulfillment handling
• Work closely with Talent and Delivery Leads to keep the talent pipeline aligned with upcoming client demand
• Manage the handoff process from sales to delivery, making sure nothing gets lost in translation
• Track fulfilment timelines and proactively resolve bottlenecks that could delay the deals closure
• Keep accurate records of client requirements, statuses, and client touchpoints to ensure CRM is kept up to date

Requirements:

• 3+ years commercial experience in IT services, custom software development or IT Outsourcing environment
• At least 2+ years agency experience in B2B Sales, Account Management or Customer Success roles
• Profound understanding of IT Outsourcing business processes
• Experience working with international clients in remote or distributed environments
• Excellent process management and operational excellence skills
• Comfortable working in a client-facing role in a multi-stakeholder environment
• Proactive and driven professional with excellent communication skills and go-getter approach
• Fluent in English (C1)