Skip to content
CV Rocket
Get started
How it worksThe enginePricingBlogContactSign in

Open nowPosted 19 hours ago

Senior Client Success Manager

Diversified95 open roles

Where
Kenilworth, NJ, USA
Get the CV for this job

From $25 per CV, paid once. No subscription.

Your applicationOpen nowSenior Client Success ManagerDiversified · Kenilworth, NJ, USA

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Diversified's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

13.5% of postings close within 7 days. Measured by our own scanner across the market. Diversified postings stay open a median of 20 days.

Share of postings closed within
  1. 2.3%1 day
  2. 4.6%3 days
  3. 13.5%7 days
  4. 21.8%14 days
  5. 36.6%30 days
  6. 58.9%60 days
This job: posted 19 hours ago

Diversified median: 20 days open

The posting

Senior Client Success Manager

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. Removing the distance. Delivering a message. Powering business. Celebrating fandom. Even saving lives.

Leveraging the best in technology and ongoing advisory services to transform businesses – connecting people, technology, and experiences.

Job Summary

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 is a senior, client-facing role that combines Customer Success Management with acting Service Delivery Manager accountabilities. The role is 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, with accountability for ensuring that each client is:

Achieving measurable business outcome

Receiving reliable, SLA-compliant service

Healthy, referenceable, and renewing

Growing with Diversified

In parallel, the role mentors Client Success Managers and contributes to the playbooks, health scoring, and reporting standards that make client success scalable and repeatable.

Primary Duties and Responsibilities: 1. Client Success Strategy & Outcomes

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

2. Adoption, Health & Risk Management

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

3. Service Delivery Management (Acting SDM

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

4. Contract, Renewal & Growth

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

5. Continual Improvement & Account Operations

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

6. Leadership & Practice Development

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

Required/Desired Knowledge, Experience and Skills:

Must-Have Experience

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

Technical & Commercial Capability

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

Preferred Experience

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

Core Competencies

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

From $25, paid onceGet the CV for this job

What happens when you press

One press. We do the rest.

  1. A CV for this posting

    Written against Diversified's own wording, from every piece of relevant proof in your profile.

  2. 25 readers review it

    Recruiter, hiring manager, skeptic and more read every draft, round after round. You get the best round.

    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on Diversified's form

    Our application engine gets through the hardest forms there are. Where a question needs you, AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

    An application in CV Rocket: every answer filled in on the employer's form.

  4. Every reply, sorted

    Diversified's answer lands in your private mailbox, and we classify it on arrival: interview, question, rejection.

    The CV Rocket inbox: each employer reply classified as an interview, an action or a rejection.

  5. Reply with AI

    AI helps you write the email, checks it and sends it. We show you whether the recruiter read it.

  6. The interview in your calendar

    Full integration with your calendar. The invitation goes straight in.

    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
Get the CV for this job

From $25 per CV, paid once. No subscription.

Why it works

3×

more interviews than doing it yourself with ChatGPT.

ChatGPT writes a CV and never learns what happened to it. We see every reply. For each CV we know:

  • How it was written, and how the review scored it
  • When we applied, and how long after the posting went up
  • Which posting, which company, which city
  • Who got the interview, and who heard nothing

That is how we know which CVs get called.

Get the CV for this job

From $25 per CV, paid once. No subscription.

The numbers game

More applications. More interviews.

Every application goes out with its own CV, written for that posting and paid once. Send enough of them and the law of large numbers finds you the job.

Get the CV for this job
By hand5–10
With CV Rocket100
applications a day

Nearby

Live postings like this one

Same employer first, then the same role elsewhere.

Before you press

Straight answers

Get the CV for this job

From $25 per CV, paid once. No subscription.

What if my background isn't good enough?

We make the most of the background you have. The CV uses every piece of relevant proof your profile holds, and one of the 25 readers reads your whole profile and flags what the CV left out.

Do you really apply for me?

Yes, on the employer's own form, the hardest ones included. Where a question needs you, you answer it right there and AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

Is it a subscription?

No. You pay once per CV, from $25. Every application goes out with its own CV, written for that posting.

One job. One CV.
Paid once.

Pick the posting you want. We write for it, apply for you and catch the reply.

Get the CV for this job

From $25 per CV, paid once. No subscription.