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Role Summary The Client Success & Engagement Manager is responsible for owning the post-sale customer relationship, commercial renewals, and account growth across assigned portfolios. This role combines customer success practices (adoption, value realization) with active account management to handle commercial negotiations, and expand revenue streams for MA, AMS, subscription, and cloud services. Key Responsibilities 1. Client Success Strategy & Engagement • Define and execute client success and engagement strategies across the customer lifecycle • Ensure customers achieve business outcomes and value from products, solutions, and services • Act as a trusted advisor and building strong relationships to key client stakeholders • Lead structured engagement activities such as QBRs, service reviews, and roadmap discussions 2. Commercial Renewal & Contract Management • Manage the complete renewal pipeline for MA, AMS, subscription, and cloud services to meet revenue targets. • Take part in commercial negotiations, define project scopes, and manage pricing/discount strategies for renewals. • Identify customer risks and proactively implement retention strategies to protect recurring revenue. 3. Customer Engagement & Adoption Management. •Driving adoption, renewals, to achieve satisfaction and lifetime value •Monitor customer health, usage, adoption, and satisfaction indicators •Ensure alignment between delivery, AMS, and support teams to maintain service quality •Lead corrective action plans for at-risk customers •Drive continuous improvement in customer experience and engagement model 4. Expansion & Revenue Growth • Drive and close upsell and cross-sell opportunities to to maximize revenue from existing accounts. • Collaborate with BD & Presales on growth initiatives • Translate customer needs into solution and service opportunities • Formulate account planning and commercial growth strategies. 5. Team Leadership & Cross-Functional Coordination • Lead, coach, and develop Client Success & Engagement team members (if applicable) • Set objectives, KPIs, and best practices for customer engagement • Act as the central coordination point across Sales, Delivery, Support, and Partners • Serve as escalation point for major customer issues 6. Governance, Reporting & Process • Maintain accurate customer success data, sales pipeline, and CRM. • Track KPIs such as retention, adoption, satisfaction, and expansion contribution • Provide insights and recommendations to senior management Qualifications Bachelor’s or Master’s degree in Business, IT, or related fields 6–12+ years of experience in customer/ client success, account management, or enterprise services Has knowledge in enterprise software (ERP), preferably SAP ecosystem, as well as cloud software, or subscription business. Skills & Competencies Strong customer relationship and stakeholder management skills Natural relationship-builder with strong interpersonal skills Strategic thinking with customer-centric mindset Ability to manage complex enterprise customers Strong coordination, communication, and problem-solving skills Leadership and coaching capability (for team-based roles) About I AM Consulting We empower businesses with intelligent strategies, delivering TRUST, INNOVATION, and exceptional results through SAP solutions and digital transformation. Partner with us to Empower The Next wave of business excellence and build a brighter future. More details about our company at www.iamconsulting.co.th