Sr. Customer Success Manager (Collections Domain)

About the Role

We are looking for a Senior Customer Success Manager to lead and own strategic client relationships end to end. This is a senior, client-facing role for someone who combines deep collections-domain expertise with strong relationship management, strategic thinking, andthe ability to influence both clients and internal teams.Beyond managing accounts, you will be expected to drive retention and growth across key accounts, handle escalations, shape solutions, and act as a trusted advisor to clients. You may also mentor junior CSMs and help strengthen customer success processes across theteam.

Key Responsibilities

• Own and manage the end-to-end lifecycle of strategic / high-value client accounts, acting as the trusted senior point of contact.
• Build and nurture long-term, executive-level client relationships, positioning yourself as a strategic advisor.
• Engage proactively with clients to deeply understand their business objectives,challenges, and evolving needs.
• Translate complex client requirements into actionable solutions in partnership with product, delivery, and leadership teams.
• Drive retention, renewals, upsell, and account growth across the portfolio, owning commercial outcomes for your accounts.
• Gather new and evolving requirements, prioritise them, and drive them back into the product roadmap with a clear business case.
• Propose alternate solutions, workarounds, and strategic options where standard offerings do not fully meet client needs.
• Take ownership of critical escalations, coordinating internal teams to ensure timely, high-quality resolution.
• Proactively monitor account health, identify risks early, and lead mitigation and recovery plans.
• Partner cross-functionally with product, delivery, sales, and support to ensure seamless client outcomes.
• Mentor and guide junior CSMs, sharing best practices and helping raise the standard of customer success delivery.
• Contribute to improving customer success processes, playbooks, and account strategies.
• Own the commercial health of assigned accounts including renewals, upsell, and cross-sell to meet or exceed revenue retention and growth targets.

Required Skills & Qualifications

• 7+ years of experience in Customer Success, Strategic Account Management, or senior client-facing roles.
• Strong knowledge of the collections / debt management domain is required or strongly preferred.
• Exceptional communication and stakeholder management skills able to engage confidently with senior client stakeholders and executives.
• Proven track record of managing strategic accounts end to end and delivering on retention and growth targets.
• Strong strategic and problem-solving mindset, comfortable navigating complex situations and proposing alternatives.
• Demonstrated ability to handle escalations and high-expectation clients with composure and ownership.
• Experience influencing product and internal teams through structured requirement gathering and prioritisation.
• Leadership qualities with the ability to mentor and guide junior team members.
• Bachelor's degree (or equivalent);

Good to Have

• Experience owning enterprise or key strategic accounts with commercial responsibility.
• Exposure to building or refining customer success processes, playbooks, or team practices.
• Experience working with cross-regional or enterprise-level stakeholders.