Client Success Manager – Banking & Financial Services Industry

Job Description:

Location: Hybrid, based in New York, NY

Summary

The Client Success Manager (CSM) is a pivotal role responsible for driving client satisfaction, fostering account growth, and ensuring operational excellence within client engagements. This role focuses on managing all aspects of service delivery, advocating client needs, and collaborating cross-functionally to achieve desired outcomes. The CSM is responsible for key performance indicators including TCV, revenue, contract margin, and client satisfaction, while also playing a vital role in driving client retention and overall account success.

Key Responsibilities

• Being Responsible for and owning ALL aspects (both project and run) of Consulting and Engineering Services (CES) delivery on the account, including contract renewal, client satisfaction, profitability, resourcing, oversight of billable roles assigned to the account and service level agreements, thereby ensuring consistent high-quality execution across all engagements and meeting margin expectations.
• Collaborating effectively with other offerings to deliver a consistent, full-stack experience for the account when needed, ensuring coordinated communication and clear ownership across all product deliverables from delivery through maintenance.
• Carrying responsibility for on-account growth, focusing on driving opportunities, including pipeline development, proactive solutioning, change control and accurate forecasting of revenue and contract margin. 
• Serving as the central lead for all account activities outside of sales and Client Partner (CP) responsibilities, driving alignment and execution across internal and client-facing teams, and providing strategic oversight and progress reporting to the CSM Leader.
• Drive effective client partnership by aligning on resourcing strategy—ensuring clients assign capable, knowledgeable resources that complement DXC teams, and intervening strategically to resolve resourcing gaps or constraints.
• Drive financial governance by ensuring disciplined cash collection, proactively addressing AR challenges, and serving as the key decision-maker for issue resolution
• Ensure delivery and commercial compliance by partnering with Project Managers to meet contractual obligations, maintain accurate internal systems, manage change controls, and drive post-project learning and improvement.
• Collaborate effectively with peer CSMs—particularly within multi-layered or large account environments—to ensure consistent client engagement, coordinated delivery, and seamless sharing of insights and account intelligence.
• Serving as the voice of the client within CES, advocating for their needs and expectations, aligning delivery teams to client priorities and desired outcomes acting as the central point of escalation for client issues.
• Driving operational excellence on the account, implementing governance structures, tracking key performance indicators (KPIs) and identifying areas for continuous improvement.
• Collaborating closely with cross-functional teams (e.g., delivery, sales, marketing, and product) to align on client objectives, escalate risks, and surface new opportunities for value creation.
• Deep understanding of CES and DXC offerings to ensure DXC solutions are driven to the needs of the client.

Primary KPIs

TCV Revenue Contract Margin Operational and Delivery Excellence

• Scope, SLAs, audits, risks, service governance/timely reviews with customer, etc.
• Productivity: On-time, great quality, within budget, LPI, right shoring, proactive rotation of talent, automation, lean, adherence to DXC standard tools, architecture, etc.
• Operational Excellence: Workforce planning, Billability, utilization, compliance, risk governance, etc.
• Pipeline: Own & win opportunities

Client Satisfaction (References, CSAT & NPS)

Secondary KPIs

• Client retention rate
• Churn management
• Champion talent management by fostering development and engagement through coaching, mentoring, recognition, and succession planning

Key Competencies

Client Relationship Management - Building trusted partnerships Delivery Excellence & Project Leadership - On-time, quality execution Value Realization & Business Impact - Demonstrating ROI Account Growth & Expansion - Renewals and up/cross sells Internal Orchestration & Collaboration - Team coordination Resilience & Customer-First Mindset - Adaptability under pressure Digital Agility & Continuous Learning - AI and technology adoption

Qualifications

• Proven experience in client relationship management, demonstrating the ability to build, maintain, and leverage trusted partnerships to grow accounts in the Banking and Financial Services industry.
• Strong background in delivery excellence and full lifecycle project leadership, with a track record of on-time, high-quality execution within budget.
• Ability to demonstrate value realization and business impact, showcasing a clear understanding of ROI for clients — turning their requirements into reality while understanding market trends and clients’ competitors’ activities to offer the best solutions.
• Experience in account growth and expansion, including successful renewals and up/cross-sells.
• Demonstrates exceptional capability in internal orchestration and cross-functional collaboration, aligning diverse teams to deliver shared objectives while effectively managing risk, leading account escalations, and driving internal change initiatives.
• Demonstrates resilience and a customer-first mindset, with the ability to adapt under pressure and prioritize client needs.
• Demonstrates a commitment to continuously strengthening digital acumen, maintaining awareness of emerging AI and technology adoption trends, and applying this knowledge to clearly articulate DXC’s offerings and boundaries.

Full-time hires are eligible to participate in the DXC benefit program.  DXC offers a comprehensive, flexible, and competitive benefits program which includes, but is not limited to, health, dental, and vision insurance coverage; employee wellness; life and disability insurance; a retirement savings plan, paid holidays, paid time off.

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.

If you are an applicant from the United States, Guam, or Puerto Rico

DXC Technology Company (DXC) is an Equal Opportunity employer. All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, pregnancy, veteran status, genetic information, citizenship status, or any other basis prohibited by law. View postings below.

We participate in E-Verify. In addition to the posters already identified, DXC provides access to prospective employees for the Federal Minimum Wage Poster, Federal Polygraph Protection Act Poster as well as any state or locality specific applicant posters. To access the postings in the link below, select your state to view all applicable federal, state and locality postings. Postings are available in English, and in Spanish, where required. View postings below.

Postings Link

Disability Accommodations

If you are an individual with a disability, a disabled veteran, or a wounded warrior and you are unable or limited in your ability to access or use this site as a result of your disability, you may request a reasonable accommodation by contacting us via email.

Please note: DXC will respond only to requests for accommodations due to a disability.

Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.