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 o