Client Success Manager – Insurance Industry

About the role

The Client Success Manager (CSM) is responsible for driving client satisfaction, operational excellence, and account growth within Insurance Industry client engagements. The CSM serves as the primary day-to-day liaison between the client and DXC delivery teams, ensuring services are delivered successfully, contractual commitments are met, and client needs are addressed proactively. Working closely with Client Partners, delivery leaders, project managers, and account teams, the CSM supports revenue growth, contract renewals, client retention, and overall account success. The role is accountable for key performance indicators including revenue, contract margin, operational performance, and client satisfaction while helping clients realize measurable business value from DXC solutions.

Responsibilities

• Own day-to-day Consulting & Engineering Services (CES) delivery activities across assigned accounts, including client satisfaction, contract performance, profitability, resourcing coordination, and service level attainment.
• Partner with delivery, project management, and account teams to ensure successful execution of project and managed service engagements while meeting quality, budget, and timeline expectations.
• Support account growth through opportunity identification, pipeline development, change requests, contract renewals, and proactive solutioning to address evolving client needs.
• Coordinate account activities across internal and client-facing stakeholders, ensuring alignment on priorities, risks, dependencies, and deliverables.
• Build trusted client relationships by understanding business objectives, identifying challenges, and helping align DXC capabilities to client outcomes.
• Support resource planning activities by partnering with delivery leadership to ensure appropriate skills and capacity are aligned to account requirements.
• Assist with financial governance activities, including revenue forecasting, contract margin performance, cash collection support, and resolution of operational issues impacting account performance.
• Partner with Project Managers and delivery teams to ensure contractual obligations are met, change controls are managed appropriately, and internal systems and reporting remain accurate.
• Act as the voice of the client within CES, advocating for client priorities and partnering with internal teams to address concerns, mitigate risks, and resolve issues in a timely manner.
• Implement and maintain account governance processes, including service reviews, KPI tracking, risk management, escalation management, and continuous improvement initiatives.
• Collaborate closely with sales, delivery, consulting, product, and marketing teams to identify opportunities for additional value creation and account expansion.
• Develop and maintain a strong understanding of DXC offerings, industry trends, and Insurance Industry dynamics to support client conversations and solution positioning.
• Monitor and drive key performance indicators: Financial Performance – Revenue, Contract Margin, Contract Renewal Performance, Pipeline Development and Opportunity Management; Operational & Delivery Excellence – Service level attainment (SLAs), Contract compliance, Risk management and governance, Quality delivery and client outcomes, Resource utilization and workforce planning, Continuous improvement and operational efficiency; Client Satisfaction – CSAT, NPS, Client references, Executive and stakeholder feedback.
• Focus on secondary KPIs: Client retention, Churn reduction, Account growth support, Employee engagement and team development, Knowledge sharing and collaboration across account teams.

Qualifications

• Proven experience in client success, account management, service delivery, consulting, or related client-facing roles within the Insurance Industry.
• Demonstrated ability to develop and maintain trusted client relationships while supporting revenue growth, renewals, and client satisfaction.
• Experience managing service delivery and complex client engagements, with a track