Customer Success Manager (Key Accounts)

About the Role
InnovationTeam is seeking a Customer Success Manager (Key Accounts) to manage the day-to-day commercial and operational relationships for a portfolio of live Time & Material (T&M) and Managed Services client accounts. This full-time role focuses on client relationship management, billing, and Service Level Agreement (SLA) governance, distinct from project delivery. The successful candidate will serve as the client's trusted operational point of contact, ensuring revenue recovery and aligning internal Sales, Finance, HR, and Technology teams.
Key Responsibilities

Own end-to-end operational governance for multiple concurrent client accounts.
Set up, track, and monitor SLAs for ongoing operational commitments.
Establish structured process controls to ensure all account commitments are documented, tracked, and traceable.
Ensure all client-incurred costs and allocated resources are client-approved and billed promptly.
Identify and address revenue-leakage gaps, ensuring all ad-hoc client requests are tracked, approved, and billed.
Maintain organized, audit-ready records of approvals.
Manage the monthly timesheet governance cycle, including data preparation, approval tracking, and daily rate application.
Convert approved timesheets into signed delivery notes within timelines, matching against client Purchase Orders (POs) and agreed rate cards.
Manage the Delivery Note (DN) sign-off cycle, reconciling to POs, obtaining client signatures, and submitting signed DN packages to Finance on time.
Act as the liaison between client management/finance teams and internal Sales, Delivery, HR, and Finance teams.
Translate operational issues for internal stakeholders and build trust as the primary point of contact.
Serve as the single point of contact (SPOC) for day-to-day account queries and operational issues.
Resolve billing disputes and service complaints, managing client relationships to prevent escalations.
Promptly escalate unapproved costs through appropriate channels to ensure resolution and recovery.

Additional Responsibilities

Coordinate the onboarding of new resources for live engagements, including client profile acceptance, rate/SLA confirmation, and compliance documentation (Iqama, GOSI, WPS) prior to billable work, in coordination with HR.
Confirm onsite and offshore delivery logistics (system access, workspace, working-time framework) are established before go-live, coordinating with HR and Technology as needed.
Maintain real-time visibility of utilization, recovery days, and SLA attainment across the portfolio.
Provide engagement-level data and lessons learned for capacity forecasting and future proposal costing.

Qualifications and Experience

6–10 years of experience in client-facing IT services delivery of operational managed services, staffing/T&M operations, and operational account management.
Demonstrated commercial accountability on live client engagements, including client acceptance delivery and Delivery Note signing according to client processes, beyond pure project coordination.
A background as a conventional project/technical delivery manager is acceptable if combined with genuine exposure to timesheet or operational services, billing, or Delivery Note processes.

Work Type
This is a full-time position.
Application Process
We invite qualified candidates to apply for this role.