Customer Success Manager – Software Advisory Services (SAS)

Accountabilities:: Customer Relationship Management and Account Growth Serve as the primary point of contact for an assigned portfolio of Software Advisory Services clients, building strong and lasting relationships with stakeholders across Software Asset Management, procurement, IT operations, and finance. Develop account growth strategies focused on client satisfaction, retention, and securing multi-year contract renewals. Conduct regular account reviews to present performance results, demonstrate delivered value, and recommend opportunities for further improvement. Proactively identify potential client dissatisfaction, engagement risks, and renewal challenges, implementing appropriate action plans. Collaborate with senior leadership to prepare renewal proposals and manage discussions relating to service scope, commercial terms, and pricing. Identify opportunities to expand existing engagements through additional advisory services and solutions. Service Delivery Quality and Resource Management Support quality assurance (QA) processes for client deliverables, including Effective License Positions (ELPs), software license reconciliations, usage analyses, and software optimisation recommendations. Review deliverables to ensure technical accuracy, consistency, and compliance with established quality standards. Monitor team utilisation and coordinate with delivery leads to ensure resources are effectively allocated across client engagements. Track key engagement performance indicators, including project deadlines, milestones, delivery quality, and client satisfaction. Ensure services are delivered on time and meet agreed client expectations and internal standards. Work closely with delivery teams to resolve operational challenges and continuously improve service performance. Software Licensing and Advisory Expertise Advise clients on software license compliance and Software Asset Management (SAM), including entitlement reviews, vendor audits, renewal preparation, and license optimisation. Analyse complex licensing environments and provide practical recommendations to reduce software costs, mitigate compliance risks, and maximise licensing efficiency. Present remediation strategies and optimisation opportunities to technical and non-technical stakeholders. Maintain up-to-date knowledge of software licensing models, including SaaS subscriptions, Bring Your Own License (BYOL), and cloud consumption-based licensing. Apply relevant industry frameworks and best practices, including ISO and ITIL approaches to Software Asset Management. Share industry developments and licensing insights with clients to support informed business decisions. Requirements: Professional Experience At least 8 years of experience in Software Asset Management (SAM), software license compliance, or IT Asset Management (ITAM). Previous experience in client-facing account management, customer success, or advisory roles, preferably within consulting or professional services organisations. Demonstrated success in managing strategic client relationships, retaining accounts, securing renewals, and expanding existing business. Experience reviewing technical deliverables for quality and managing team resources, workload distribution, or utilisation. Strong understanding of software licensing environments and enterprise software asset management practices. Technical Skills and Industry Knowledge Familiarity with licensing models and commercial metrics from major software vendors, including Microsoft, IBM, Oracle, VMware, and Autodesk. Practical experience managing software license true-ups, vendor audits, compliance reviews, and licensing reconciliations. Hands-on experience with SAM and ITAM platforms such as Snow, Flexera, ServiceNow Asset Management, or Lansweeper. Strong Microsoft Excel skills, including pivot tables, VLOOKUPs, macros, and the ability to analyse large datasets. Ability to interpret complex software licensing models, contractual terms, and entitlement documentation. Knowledge of SaaS subscription models, cloud licensing, BYOL, and software optimisation methodologies. Certifications such as CSAM, CHAMP, ITIL, or ISO 19770 are considered strong advantages. Education Bachelor's or Master's degree in Technology, Computer Science, Engineering, Business Administration, or a related discipline. Relevant qualifications may include B.Tech, M.Tech, MCA, MBA, or BS in Business Administration, Computer Science, or Engineering. Communication and Leadership Skills Excellent verbal and written communication skills, with the ability to explain complex licensing and compliance topics to both technical and non-technical audiences. Strong stakeholder management and presentation skills, particularly when engaging with senior client representatives. Excellent organisational and analytical abilities, with exceptional attention to detail. Ability to manage multiple client accounts, projects, and priorities simultaneously. Proactive problem-solving skills and a strong sense of ownership and accountability. Collaborative mindset and the ability to coordinate effectively with international teams and senior stakeholders. Customer-oriented approach, with a commitment to building trust and delivering measurable business value. Benefits: Competitive compensation: Attractive salary package aligned with experience, expertise, and responsibilities. Flexible working environment: Remote working opportunities with flexibility to support work-life balance. Generous paid leave: Competitive vacation allowance to support personal time and well-being. Mental health support: Dedicated paid mental health days to promote employee wellness. Global collaboration: Opportunity to work with an experienced, internationally distributed team and major global clients. Professional development: Continuous learning opportunities to deepen expertise in software licensing, SAM, and IT advisory services. Career growth: Opportunities to take ownership of strategic accounts and contribute to business expansion. Collaborative culture: A workplace built around trust, accountability, individuality, diversity, and inclusion. Meaningful impact: Help leading organisations improve software compliance, reduce licensing costs, and maximise the value of their technology investments.