Client Success Manager – Managed Services

Location: Heredia

Accenture is a leading solutions and services company that helps the world’s leading enterprises reinvent by building their digital core and unleashing the power of AI to create value at speed across the enterprise, bringing together the talent of our approximately 786,000 people, our proprietary assets and platforms, and deep ecosystem relationships. Our strategy is to be the reinvention partner of choice for our clients and to be the most client-focused, AI-enabled, great place to work in the world.

Through our Reinvention Services we bring together our capabilities across strategy, consulting, technology, operations, Song and Industry X with our deep industry expertise to create and deliver solutions and services for our clients. Our purpose is to deliver on the promise of technology and human ingenuity, and we measure our success by the 360° value we create for all our stakeholders. Visit us at accenture.com.

The Client Success Manager (CSM) develops and maintains strategic client relationships to ensure satisfaction, service value, retention, and account growth. This role serves as the primary client advocate, coordinating with Sales, Service Delivery, Operations, Finance, and executive leadership to resolve issues, manage service risks, and maintain strong client partnerships.

The CSM oversees multiple client accounts, monitors contractual commitments and service performance, supports renewals, and identifies opportunities for additional services. The position also coordinates billing and collections inquiries, manages escalations, and communicates service performance, risks, and business updates to clients through regular meetings, business reviews, and executive presentations.

Key Responsibilities

Develop and maintain strong client relationships, advocating for client satisfaction, service value, retention, and account growth.

Manage client contracts, service agreements, SLAs, service utilization, and billing accuracy, proactively identifying and mitigating risks of contractual or service-level breaches.

Coordinate with Sales, Service Delivery, Operations, Finance, and other internal teams to resolve client issues, manage escalations, and ensure timely communication and resolution of incidents, change requests, and billing or collections inquiries.

Oversee multiple concurrent client and internal initiatives, maintaining status updates, risk and issue logs, and proactive communication with clients and stakeholders.

Monitor client health, sentiment, and churn risks; maintain accurate churn forecasts, mitigation plans, collections activity records, and internal account documentation.

Support contract renewals and identify opportunities for additional services, upgrades, and configuration changes in collaboration with Sales and Service Delivery teams.

Lead client communication through regular status meetings, business reviews, executive briefings, and account planning activities, presenting service, incident, project, and performance information in clear reports, dashboards, and presentations.

Support client satisfaction initiatives, including NPS surveys, follow-up activities, remediation programs, and account reviews, while providing escalation support during major incidents.

Required Qualifications

• 8+ years of experience in Client Success, Service Management, or a related role.
• Experience supporting enterprise clients in an Application Managed Services (AMS) environment.
• Experience working with enterprise platforms such as SAP, Oracle, JD Edwards, PeopleSoft, Infor, Workday, or similar ERP and business applications.
• Familiarity with client contracts, contract structures, service agreements, and client renewal processes.
• Ability to manage multiple client accounts, concurrent initiatives, and competing priorities in a fast-paced environment.
• Ability to work independently, proactively identify issues, and develop solutions with minimal day-to-day supervision.
• Strong interpersonal, relationship-building, and stakeholder management skills.
• Excellent written and verbal communication skills, including the ability to communicate service performance, risks, incidents, and project information to clients and internal stakeholders.
• Ability to coordinate cross-functional teams to resolve issues, manage escalations, and minimize client impact.
• Ability to synthesize incident, status, project, and service information into clear client-facing presentations, reports, and dashboards.
• Ability to identify account growth opportunities and coordinate with Sales and other internal teams to support client needs.

Preferred Qualifications

• Bachelor's degree (BS/BA) and a technology background.
• Working knowledge of public cloud environments, features, and technical attributes; relevant certifications are a plus.
• Technical account-level exposure to managed hosting, managed services, and professional services.
• Project management training and experience.

What we offer

• Health and Life Insurance
• Accenture days, 3 additional vacation days
• On site doctor
• Birthday leave
• Internet reimbursement

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships.

We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships.

We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us atwww.accenture.com

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, militaryveteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicablelaw. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.