Lead Customer Success Manager – AI Tech Services

About the role

NCS, a leading AI technology services provider, is seeking a dynamic Lead Customer Success Manager to head its customer success team. The role is critical for driving customer satisfaction, retention, and revenue growth across our AI‑enabled IT solutions.

Key responsibilities

• Lead, mentor and develop a team of Customer Success Managers, establishing best practices, processes and KPIs.
• Oversee onboarding, adoption and retention strategies for key accounts, building executive‑level client relationships.
• Define and implement scalable customer success frameworks aligned with delivery teams.
• Identify upsell and cross‑sell opportunities, manage renewals and monitor account health to mitigate churn.
• Analyze usage data and feedback, produce regular reports for senior leadership, and use insights to refine strategies.

Required profile

• Bachelor’s degree in IT, Business or a related field.
• 5+ years of experience in customer success, account management or IT consulting, including at least 2 years in a leadership role.
• Strong understanding of managed services, End User Computing solutions and financial P&L concepts.
• Excellent communication, negotiation and stakeholder management abilities.

Required skills

• Excel
• CRM platforms
• ITSM platforms