Customer Success Specialist (Sri Lanka)

About the Role We are looking for a Customer Success Specialist to take ownership of a portfolio of customers and drive retention, growth, and long-term commercial success. This is a strategic, revenue-influencing role where you will act as a trusted partner to customers, helping them maximise the value of their offshore teams while identifying opportunities for expansion and optimisation. You will build senior-level relationships, lead structured account planning and business reviews, and connect customer objectives with internal capabilities to deliver strong commercial and customer outcomes. Ideal Profile Required Experience & Skills 3+ years of experience in Account Management, Channel Management, or Customer Success within IT services, MSP, or B2B professional services. Experience working with MSPs, IT service providers, or technology services organisations. Strong commercial acumen with an understanding of revenue, margins, and business growth drivers. Proven ability to grow existing accounts and identify expansion opportunities. Excellent executive-level communication and presentation skills. Strong ability to influence stakeholders and establish trusted-advisor relationships. Demonstrated stakeholder management skills across multiple internal teams. Experience conducting QBRs and structured account planning sessions. Ability to manage multiple customer relationships in a fast-paced environment. Experience using CRM platforms, preferably HubSpot. Preferred but Not Essential Understanding of offshore or distributed workforce models. Experience with MSP platforms such as ConnectWise or Autotask. Exposure to global workforce, outsourcing, or offshore delivery models. Responsibilities Account Ownership & Relationship Management Act as the primary relationship owner for an assigned portfolio of customers. Build trusted relationships with business owners, directors, and operational leaders. Lead structured customer check-ins and Quarterly Business Reviews focused on performance, ROI, and enablement. Develop and maintain Account Success Plans aligned with each customer's business objectives. Proactively manage relationships to maximise retention and long-term partnership value. Growth & Expansion Identify and develop expansion opportunities within existing customer accounts. Partner with Sales and Talent Acquisition to scope customer requirements and develop proposals for additional team members. Contribute to revenue growth through account expansion and increased customer value. Commercial & Strategic Alignment Develop a strong understanding of each customer's business model, commercial priorities, service mix, and growth objectives. Provide strategic guidance around workforce planning and offshore optimisation. Monitor account health, engagement levels, team performance, and emerging risks. Support commercial discussions relating to pricing, renewals, and contract extensions. Cross-Functional Coordination Work closely with Talent Acquisition, HR, Performance Coaching, and Operations to deliver a high standard of customer service. Proactively identify and escalate risks before they impact customer satisfaction or retention. Represent customer needs internally and advocate for improvements to processes and service delivery. Performance & Value Realisation Support a seamless customer onboarding experience and help customers realise value from their partnership. Ensure customers have a clear understanding of the ROI generated by their offshore teams. Facilitate structured performance conversations between customers and team members in partnership with People & Culture. Maintain proactive customer engagement to identify concerns early and reduce churn risk. Success Measures Customer retention and long-term account health. Growth in expansion and account revenue. Customer satisfaction and NPS. Successful delivery of customer objectives and measurable value from offshore teams. How we take care of our team 💰 Get paid in Australian Dollars 🏥 Medical insurance from day one for you + spouse (or parents if unmarried) 🩺 Generous OPD coverage from doctor visits to all your medical needs 🏡 Home office setup allowance to build your ideal workspace 🌐 Internet allowance to keep you connected 💪 Gym & wellness allowance to stay fit and balanced 🎉 Work hard, play hard – regular team events & engagement activities 🧠 Diji Assist – Mental health & counseling support when you need it 📚 We invest in you – reimbursement for industry certifications 🗣️ Open-door culture – your ideas and feedback always matter 🌍 Flexible work – home or office, wherever you do your best work 🏆 Rewards & recognition that actually recognize you 🥳 Great christmas & financial year-end parties to unwind with your loved ones