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About the Role
Diversified is seeking a strategic, client-focused, and operationally strong Senior Client Success Manager to own the success of a portfolio of Diversified’s most complex and strategic managed services clients. This senior, client-facing role combines Customer Success Management with acting Service Delivery Manager accountabilities, responsible for client outcomes from onboarding through adoption, value realization, renewal, and expansion, while owning day-to-day service performance for assigned accounts. The role sits at the intersection of Clients, Service Delivery, and Sales, ensuring clients achieve measurable business outcomes, receive reliable, SLA-compliant service, are healthy and referenceable, and are growing with Diversified. In parallel, the role mentors Client Success Managers and contributes to scalable and repeatable client success practices.
Responsibilities
- Align with clients on measurable business outcomes and OKRs at onboarding, and build and maintain the customer success plan
- Build executive relationships and act as a trusted advisor to business and technical sponsors
- Lead quarterly executive business reviews (EBRs) covering outcomes versus OKRs, service performance, roadmap, and recommendations
- Track and document value realization and ROI, tied to the success plans
- Build a strategic roadmap aligned to each client’s future needs and business growth initiatives
- Drive adoption and usage of managed services through user enablement, training, and best practices
- Monitor usage, identify adoption barriers, and drive actions to remove them
- Own the customer health score and risk register, identifying risks early and driving remediation with Service Delivery, Professional Services, and the Account Team
- Capture client feedback through surveys and reviews, and route themes to Product, Service Delivery, and Operations
- Own SLA and experience-level (XLA) attainment for assigned accounts, publish service performance reporting, and act on misses
- Serve as the single point of escalation, coordinating major incident response with the NOC, Service Desk, and field teams and keeping the client informed
- Lead post-incident reviews with root cause analysis, and drive permanent fixes for recurring issues through problem management
- Coordinate planned changes, maintenance windows, and client approvals, protecting critical windows such as live events, broadcasts, and trading hours
- Run monthly service reviews covering ticket trends, backlog, SLA results, and open risks
- Keep delivery within contracted scope and the service catalog, manage SLA credits, and flag scope changes to the Account Team
- Own the renewal plan for assigned accounts, starting 180 days before renewal, including strategy, risks, value proof, and timeline
- Identify new use cases, services, and expansion opportunities, and hand qualified opportunities to the Account Team
- Turn satisfied clients into references, case studies, testimonials, and advisory program members
- Maintain a service improvement plan linked to the customer success plan, with owners and dates
- Coordinate field engineers, OEMs, and partners to resolve issues and meet delivery commitments
- Keep runbooks, contacts, escalation paths, and asset records current in the ITSM tool
- Use operational performance data as an early-warning signal for account health
- Mentor and coach Client Success Managers, and act as an escalation point and backup for complex accounts
- Lead onboarding and transition for strategic and multi-site clients
- Contribute to Client Success playbooks, health scoring, governance templates, and reporting standards
- Share wins, lessons learned, and best practices across the Client Success and Service Delivery teams
Requirements
- 7+ years’ experience in customer success, account management, service delivery management, or a similar client-facing role in technology services
- Proven record managing renewals, adoption, and executive relationships for enterprise clients
- Demonstrated experience owning SLA performance, escalations, and service reviews for managed services accounts
- Working knowledge of incident, problem, and change management, with ITIL 4 Foundation or equivalent
- Experience with health scoring, usage analytics, and outcome-based reporting
- Experience managing a portfolio of complex, multi-site enterprise accounts
- Strong understanding of managed services operating models (onsite, remote, hybrid) and ITSM platforms
- Commercial awareness of contracted scope, entitlements, SLA credits, renewals, and expansion
- Ability to translate service performance and usage data into clear business value for executives
- Ability to build and present data-driven reporting, including service performance, health, and value realization
- Experience with managed services, networking, collaboration, or audio visual technology
- Familiarity with media, broadcast, live events, or other Diversified verticals
- Experience with SLA and XLA reporting and service improvement plans
- Experience using AI-assisted tools for account insight and automation
- Experience mentoring Client Success Managers or building customer success playbooks
- Trusted-advisor presence with strong executive communication, facilitation, and presentation skills
- Proactive and data-driven, engaging clients before they have to ask
- Operational ownership: owns the incident, communicates early, and closes the loop with a root cause
- Ability to influence senior stakeholders and work as one team across Sales, Delivery, Product, and Operations
- Structured and organized approach to managing multiple strategic accounts
- Consistent, then tailored: applies standard playbooks and adapts them to each client’s industry and goals
- Commitment to continuous improvement and sharing lessons across the organization
Skills
- Customer Success Management
- Account Management
- Service Delivery Management
- Client-facing
- Technology Services
- Renewals Management
- Adoption Management
- Executive Relationship Management
- Enterprise Client Management
- SLA Performance
- Escalation Management
- Service Reviews
- Managed Services
- Incident Management
- Problem Management
- Change Management
- ITIL 4 Foundation
- Health Scoring
- Usage Analytics
- Outcome-based Reporting
- Multi-site Account Management
- Managed Services Operating Models
- ITSM Platforms
- Commercial Awareness
- Data-driven Reporting
- Networking
- Collaboration Technology
- Audio Visual Technology
- Media Technology
- Broadcast Technology
- Live Events
- AI-assisted Tools
- Executive Communication
- Facilitation
- Presentation Skills
- Problem Solving
- Stakeholder Influence
- Teamwork
- Organization
- Continuous Improvement
Work Type
- Onsite
- Remote
- Hybrid
Experience Level
- Senior
- 7+ years
Education Level
- ITIL 4 Foundation or equivalent
Benefits
- Multiple medical plan options
- HSA & HRA company contributions
- Dental coverage, including orthodontic benefits
- Vision plans
- Company-paid benefits
- Basic Life, AD&D
- Short-Term and Long-Term Disability insurance
- Employee Assistance Program (EAP)
- Generous paid time off — 3 weeks PTO plus company holidays and floating holidays
- 401k with company match
- Paid maternity leave
- Healthcare and Dependent Care Flexible Spending Accounts (FSA)
- Voluntary benefits including Critical Illness, Hospital Indemnity, Accident Insurance, Pet Insurance, Homeowners and Auto Insurance, Supplemental Life and AD&D coverage, and Legal Services
- Commuter benefits
About the Company
- Diversified is a global leader in audiovisual and media technology.
- We design and build innovative spaces and experiences for clients across industries such as corporate, entertainment, sports, retail, and government.
- Our team partners with organizations around the world to create environments that connect people through technology.
- At Diversified, you’ll work on exciting and complex projects with opportunities to grow your career.
- We offer a collaborative and flexible work environment, competitive pay and benefits, and a culture that values diversity, inclusion, and innovation.
- Diversified work with many of the world’s leading Enterprise customers, including, Google, Amazon, Netflix, AstraZeneca, Citibank, Facebook, and many others.
- Our solutions are experienced by millions every day.
- Leveraging the best in technology and ongoing advisory services to transform businesses – connecting people, technology, and experiences.