Senior Enterprise Customer Success Manager em Lisboa, Portugal

We’re Tech Mahindra, a multinational Technology Company with 30 years of experience and with more than 141.000 associate providing Information Technology and Business Process Outsourcing Services.

About the role

We’re looking for a Senior Enterprise Customer Success Manager to join our Customer Experience team. In this role, you’ll own a portfolio of large, complex, and strategically important enterprise customers, helping them achieve measurable business outcomes, expand adoption, manage change, and build long-term value with the client. You’ll serve as a trusted advisor to senior customer stakeholders while coordinating the broader client relationship across Customer Success, Product, Support, Sales, Finance, and other internal teams. This is not a reactive account-management role. You’ll be expected to understand each customer’s business priorities, operating model, success criteria, and risk profile. You’ll turn that understanding into clear success plans, executive engagement strategies, adoption programs, renewal plans, and growth opportunities.

What you’ll be doing

As a Senior Enterprise Customer Success Manager, you will:

● Own a portfolio of enterprise customers with accountability for customer health, value realization, adoption, retention, renewal readiness, advocacy, and growth.

● Build trusted relationships with senior and executive stakeholders, positioning yourself as a credible advisor who understands their business priorities and operating environment.

● Develop detailed customer success plans that connect the customer’s strategic goals to measurable outcomes, adoption milestones, responsibilities, and timelines.

● Lead executive business reviews and strategic customer meetings that demonstrate value, address risks, align stakeholders, and create clear next steps.

● Drive product adoption across complex customer organizations, helping customers expand usage across teams, entities, locations, use cases, and workflows.

● Create and maintain detailed stakeholder maps, identifying decision-makers, champions, influencers, operational contacts, blockers, and executive sponsors.

● Identify churn risk early using product usage, engagement, stakeholder, support, financial, organizational, and external business signals.

● Build and execute churn-prevention plans with clear actions, owners, timelines, customer commitments, and executive escalation paths.

● Maintain detailed and accurate forecasts across renewals, risk, customer health, expected outcomes, growth opportunities, and major account milestones.

● Lead renewal-readiness activities by ensuring customer value is documented, risks are addressed, stakeholders are aligned, and commercial partners have accurate account intelligence.

● Identify and support expansion opportunities by connecting additional client capabilities, products, or use cases to the customer’s evolving business needs.

● Coordinate complex customer escalations across Support, Product, Engineering, Finance, and other teams while maintaining clear and confident customer communication.

● Act as the customer’s internal advocate, ensuring customer needs, feedback, risks, and opportunities are visible to the right stakeholders at the client.

● Navigate customer change effectively, including leadership transitions, reorganizations, acquisitions, market expansion, platform changes, and evolving business priorities.

● Track customer commitments and outcomes with strong operational discipline, ensuring actions are documented, owned, and completed.

● Contribute to the evolution of client’s enterprise Customer Success model by sharing best practices, customer insights, playbooks, and recommendations.

● Support peer development and knowledge sharing across the Customer Success team without holding direct people-management responsibility.

What you bring

You’ll thrive in this role if you have:

● At least three years of direct enterprise Customer Success or strategic account-management experience, managing large, complex, and high-value B2B customers.

● Five or more years of overall experience in Customer Success, account management, consulting, implementation, or a related customer-facing role.

● Experience working in SaaS, fintech, enterprise technology, or another complex B2B technology environment.

● A proven record of retaining and growing enterprise customers, including managing renewals, adoption, risk, and value realization.

● Strong executive relationship-management skills, with the confidence and credibility to engage senior decision-makers and business leaders.

● Experience managing complex stakeholder environments involving multiple teams, business units, regions, entities, or decision-makers.

● Strong churn-prediction and prevention skills, including the ability to interpret customer signals, identify root causes, and build effective recovery plans.

● Detailed forecasting experience across renewals, customer risk, account health, adoption, and expansion opportunities.

● Strong commercial judgment, with an understanding of how customer outcomes connect to retention, revenue, expansion, and long-term account value.

● Excellent verbal and written communication skills, including the ability to lead difficult conversations, present to executives, and simplify complex issues.

● Experience building strategic success plans, account plans, stakeholder maps, and executive business reviews.

● Strong analytical skills, with the ability to interpret customer data, product usage, service trends, and business information.

● Strong cross-functional leadership skills, with the ability to align internal stakeholders without relying on direct authority.

● A structured and proactive approach to account management, with excellent follow-through and attention to detail.

● Comfort working in a fast-paced growth environment where customer expectations, internal priorities, and business needs can evolve quickly.

● The ability to balance strategic relationship management with detailed operational execution. Nice to have

● Experience in fintech, payments, spend management, financial operations, or expense-management technology

● Experience working with finance leaders, procurement teams, controllers, CFO organizations, or transformation leaders

● Experience managing multi-country or multinational enterprise customers

● Familiarity with ERP, accounting, procurement, or financial-system integrations

● Experience supporting customers through significant organizational or technology transformation

● Exposure to AI-enabled Customer Success, predictive health models, automated risk detection, or digital engagement

● Experience partnering with Product teams on strategic customer feedback and roadmap discussions

● Experience managing accounts with complex security, compliance, governance, or implementation requirements

Tech Mahindra is an Equal Employment Opportunity employer. We promote and support a diverse workforce at all levels of the company. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, age, national origin or disability. All applicants will be evaluated solely on the basis of their ability, competence, and performance of the essential functions of their positions.