Account Manager – Customer Success

About Comprinno

About the Role

Role Charter

Key Responsibilities

1. Customer Relationship Ownership

• Become the primary business relationship owner for assigned customers.
• Build trusted relationships across customer stakeholders including CIOs, CTOs, Engineering leaders, Infrastructure leaders, Security leaders, Finance/FinOps teams, Procurement, and business stakeholders.
• Develop a deep understanding of each customer's business, technology environment, priorities, challenges, and transformation roadmap.
• Establish relationships beyond the immediate project sponsor to reduce single-stakeholder dependency.
• Maintain regular executive and operational engagement with customers.
• Represent the voice of the customer internally within Comprinno.

2. Customer Success & Value Realization

• Ensure customers continuously realize measurable value from Comprinno's services and products.
• Establish clear customer objectives and expected business outcomes.
• Track commitments and outcomes across active engagements.
• Work with Delivery, Engineering, Managed Services, and Product teams to address customer concerns.
• Ensure customer issues receive appropriate ownership and visibility.
• Identify dissatisfaction, adoption gaps, or relationship risks early.
• Drive corrective actions before issues develop into escalations or churn risks.

3. Account Strategy & Planning

• Customer organization and stakeholder map
• Current technology landscape
• Current Comprinno engagements
• Cloud footprint
• Business priorities
• Technology priorities
• Contract and renewal calendar
• Relationship strength
• Customer health
• Competitive presence
• Growth opportunities
• Risks
• 12-month expansion plan

4. Retention & Renewal

• Own retention for assigned accounts.
• Maintain visibility into all contracts, renewals, subscriptions, managed-service agreements, and commercial commitments.
• Start renewal conversations sufficiently ahead of contract expiry.
• Identify churn risks and create recovery plans.
• Coordinate with Delivery, Finance, Legal, and Sales for renewals.
• Ensure commercial and operational issues do not unexpectedly jeopardize customer relationships.
• Drive long-term customer relationships rather than transactional engagements.

5. Account Expansion & Cross-Sell

• Cloud Migration
• Application Modernization
• Database Modernization
• DevOps & Platform Engineering
• Managed Services / CloudOps
• Security & Compliance
• FinOps / Cost Optimization
• Resilience / DR / BCP
• Data Engineering & Analytics
• Generative AI
• Agentic AI
• Technology Consulting
• Cloud Billing / Resell
• Tevico

6. Customer Lifecycle Expansion

7. Customer Health Management

• Relationship strength
• Delivery satisfaction
• Service quality
• Product/service adoption
• Executive engagement
• Open escalations
• Commercial health
• Renewal probability
• Expansion potential
• Payment/collection status

8. Executive Business Reviews

• Business objectives
• Engagement outcomes
• Service performance
• Cloud/technology evolution
• Cost optimization
• Security and reliability
• Innovation opportunities
• Upcoming priorities
• Roadmap
• Recommended next initiatives

9. Customer Escalation Management

• Act as the commercial owner during significant customer escalations.
• Ensure appropriate technical and leadership stakeholders are engaged quickly.
• Maintain clear and transparent customer communication.
• Track corrective actions through closure.
• Conduct post-escalation reviews where appropriate.
• Rebuild customer confidence following service issues.
• Identify systemic patterns and feed them back into Delivery and leadership.

10. Commercial Management

• Maintain visibility into account revenue, contracts, margins, renewals, and outstanding payments.
• Support commercial negotiations for renewals and expansion opportunities.
• Partner with Finance on collections and outstanding receivables.
• Ensure commercial commitments made to customers are documented and achievable.
• Maintain accurate revenue forecasts for assigned accounts.

11. AWS & Partner Alignment

• Work with AWS account teams around shared customers.
• Identify relevant AWS programs, funding opportunities, credits, and strategic initiatives.
• Coordinate with Comprinno's Alliances organization on partner-led opportunities.
• Help customers maximize appropriate ecosystem benefits.
• Support joint customer planning and executive engagement.

12. Tevico Adoption

• Identify Tevico adoption opportunities within managed customer accounts.
• Work with Product and Managed Services teams to improve customer adoption.
• Gather structured customer feedback on Tevico.
• Identify opportunities for additional modules and capabilities.
• Feed recurring customer requirements into Product Management without converting every request into a roadmap commitment.

13. CRM & Account Governance

• Stakeholders
• Meetings
• Opportunities
• Account plans
• Contracts
• Renewals
• Expansion pipeline
• Risks
• Customer health
• Forecasts
• Next actions

Required Qualifications & Skills

• Bachelor's degree in Engineering, Technology, Business, Management, or related discipline.
• 5–8 years of experience in Account Management, Customer Success, Enterprise Sales, Cloud Services, IT Services, SaaS, or Technology Consulting.
• Demonstrated experience managing B2B enterprise or mid-market customers.
• Experience owning customer retention, renewals, and account growth.
• Ability to engage senior customer stakeholders including CIO/CTO/VP/Director-level leaders.
• Strong understanding of enterprise technology and cloud environments.
• Ability to understand technical conversations sufficiently to identify customer needs and involve the appropriate technical specialists.
• Strong commercial and negotiation skills.
• Excellent stakeholder-management and communication capabilities.
• Strong analytical, planning, and organizational skills.
• Experience working with CRM systems such as HubSpot or Salesforce.
• Strong ownership and bias for action.

Desired Qualifications & Skills

• Experience with AWS, Azure, GCP, or cloud consulting organizations.
• Experience within an AWS Partner/MSP/MSSP ecosystem.
• Exposure to Managed Services, CloudOps, FinOps, Security, Data/AI, or SaaS.
• Experience managing recurring-revenue relationships.
• Familiarity with AWS partner programs and co-sell motions.
• Experience managing large strategic accounts with multiple simultaneous engagements.
• MBA or relevant cloud/business certifications are advantageous.

What We're Looking For

• Thinks of customers as long-term relationships rather than transactions.
• Is equally comfortable discussing customer satisfaction and revenue growth.
• Can build credibility with senior business and technology leaders.
• Identifies problems before customers need to escalate them.
• Understands enough technology to ask intelligent questions.
• Is commercially ambitious without becoming transactional.
• Can discover expansion opportunities through customer understanding rather than aggressive selling.
• Takes ownership even when the underlying problem belongs to another internal team.
• Maintains exceptional CRM and forecasting discipline.
• Builds trust internally as strongly as externally.