The role As a Senior CSM, you’ll manage ANS’ largest and most strategic Tier 1 customers, support other CSMs, and champion customer success. You’ll drive retention, customer value, and long-term partnerships, while also strengthening collaboration with Microsoft and key stakeholders. What will I be doing? Focus on key success indicators (e.g., user engagement, SMR completion, KORE scores, renewal forecasts, SLA targets, QBRs, and success plans). Lead Tier 1 accounts, driving retention, growth, and strategic alignment. Manage customer success plans and support upsell/cross-sell opportunities. Use data insights for renewal forecasting and customer sentiment. Build strong customer relationships and act as an escalation point. Champion customer feedback and continuous improvement. Support CSU leadership in enhancing customer experience and innovation. Collaborate with the Lead Customer Success Architect and promote lead generation. Maintain best practices and pursue ongoing training and certification. Drive service improvement, process efficiency, and onboarding quality. Ensure ITIL v4 best practices and fulfillment of service definitions. Present monthly customer status reports to leadership. What will I bring to the role? Proven experience in Service Management and ITIL processes Excellent communication, interpersonal, and stakeholder management skills. A focus on continuous improvement Knowledge of the ANS customer journey Proactive attitude to set the standard of what good looks like across the team Eye for detail to drive continual process improvement Soft skills: Customer first mindset Organised and self-motivated Strong time management and prioritization skills Ability to a work in a high pressure environment A big team player?? Passionate about customer service Comfortable in commercial conversations