Customer Success Manager

Amentum is seeking a Customer Success Manager (CSM) responsible for driving strong, long-term client relationships within an Integrated Facilities Management (IFM) environment.

This role ensures service delivery aligns with contractual commitments, operational KPIs, and evolving customer expectations. Acting as a strategic liaison between client leadership and internal operations teams, the CSM supports governance structures, communication cadence, issue resolution, and continuous improvement initiatives to maximize customer satisfaction and account performance. 

Pay range: $70,000 - $110,000

Key Responsibilities 

Client Relationship & Account Management 

• Serve as the primary point of contact for assigned clients, building trusted relationships with client leadership and key stakeholders. 
• Understand client business objectives, risk tolerance, and operational priorities to proactively align IFM services. 
• Drive customer satisfaction, retention, and account growth through value-based engagement. 

Service Delivery Alignment 

• Ensure IFM service delivery aligns with contractual requirements, SLAs, KPIs, and performance standards. 
• Monitor performance metrics and service outcomes; identify gaps and collaborate with operations to drive corrective actions. 
• Translate client expectations into actionable requirements for site and regional operations teams. 

Governance & Communication 

• Establish and manage governance structures, including operational reviews, monthly/quarterly business reviews (MBRs/QBRs), and executive steering meetings. 
• Prepare and present performance reports, dashboards, and executive-level summaries. 
• Facilitate clear, consistent, and transparent communication between the client and internal stakeholders. 

Issue & Risk Management 

• Lead issue escalation, root cause analysis, and resolution for service delivery challenges or client concerns. 
• Proactively identify risks related to compliance, performance, cost, or customer satisfaction and coordinate mitigation plans. 
• Ensure issues are documented, tracked, and closed in alignment with governance and quality processes. 

Continuous Improvement & Value Delivery 

• Partner with operations, finance, and subject matter experts to identify opportunities for service optimization, cost savings, and innovation. 
• Support change management for scope changes, new services, or site transitions. 
• Promote a culture of continuous improvement and customer-centric service delivery. 

Qualifications & Experience 

• Bachelor’s degree in Business, Engineering, Facilities Management, or a related field. 
• 5+ years of experience in customer success, account management, or client services within facilities management or outsourced services. 
• Strong understanding of IFM service models, including hard services, soft services, compliance, and governance frameworks. 
• Experience managing executive-level client relationships. 
• Proven ability to lead cross-functional collaboration and influence without direct authority.