Client Technology - Customer Success Manager

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About the role

Lead the Customer Success motion for a portfolio of strategic and premier accounts. Translate account priorities and client signals into coordinated technology action across Protect and Grow, while maintaining executive alignment, disciplined governance and clear accountability for outcomes.

EY is evolving Customer Success to protect the value of technology already deployed and convert account needs into technology-enabled growth. The Associate Director Customer Success Manager is a senior advisor who connects business priorities to EY products, platforms, AI, data, cloud, cybersecurity, engineering, alliances and managed services. The role creates one account-level view of technology adoption, risk, value and opportunity, then mobilizes the right teams to deliver measurable outcomes.

Responsibilities

• Manage technology account strategy and executive engagement
  • Serve as the senior Customer Success Manager and trusted technology advisor for assigned accounts.
  • Build and maintain an account success plan that connects business priorities, technology inventory, adoption health, risks, stakeholder feedback and growth potential.
  • Lead executive success reviews and QBRs, using technology and outcome data to confirm priorities, decisions, owners and value delivered.
  • Provide a clear view of how EY technology supports the account strategy, client commitments and future transformation agenda.
• Protect technology value and client confidence
  • Maintain an integrated view of technology deployed across the account, including products, platforms, AI solutions, data flows, cloud dependencies, security requirements and open controls.
  • Identify adoption, performance, integration, data, cybersecurity, architecture and regulatory risks early; engage Product, Engineering, Architecture, Information Security, Data and Risk owners.
  • Orchestrate onboarding readiness, technology inventory, supplier or client assurance requirements, issue resolution and governance without replacing the specialist teams that own assessments or approvals.
  • Use adoption indicators, stakeholder feedback and service insights to identify value gaps, reduce risk and improve reliability, usage and time-to-value.
  • Translate complex technology and control matters into concise business language, maintain momentum across dependencies and escalate issues that threaten client confidence or delivery commitments.
• Grow technology-enabled opportunities
  • Identify growth signals from account plans, client feedback, adoption gaps, unmet needs, technology roadmaps and emerging priorities such as AI, automation, data modernization, cloud and cybersecurity.
  • Connect client needs to EY products, platforms, reusable assets, engineering capability, alliance technologies, managed services and innovation pathways.
  • Partner with Customer Success Engineers and solution specialists to shape demonstrations, workshops, prototypes, onboarding and expansion plans that prove value and accelerate adoption.
  • Translate technology insights into qualified demand, clear use cases and opportunity inputs for account, service line, alliance and commercialization teams.
  • Support RFPs, pursuits and expansion discussions with account context, technology narratives, adoption evidence and measurable outcomes.
• Orchestrate and lead across EY
  • Act as the trusted front door into Client Technology and the broader EY technology ecosystem, making capabilities easier to navigate.
  • Mobilize teams without direct authority, clarify ownership and dependencies, and create a One EY experience across account, product, engineering, regional and specialist stakeholders.
  • Coach colleagues, share reusable practices and help mature the Protect and Grow methodology, service portfolio, scorecards and use of data and AI-enabled tools.

Qualifications

• Significant experience in Customer Success, technology consulting, account leadership, digital transformation, product adoption or a related discipline.
• Demonstrated success advising senior stakeholders and leading complex technology initiatives or strategic accounts.
• Experience creating account strategies, success plans, executive reviews, customer-health assessments or value-realization plans.
• Working knowledge of enterprise technology and the end-to-end adoption lifecycle; bachelor's degree or equivalent experience.
• Preferred: global professional services experience; strategic account exposure; and relevant Customer Success, cloud, AI, cybersecurity, product, program or change certifications.

Skills

• Executive presence, consultative problem-solving and credibility with senior business and technology stakeholders.
• Technology fluency across enterprise platforms, product adoption, AI, data, cloud, integration, cybersecurity, architecture and technology risk.
• Ability to translate business needs into technology pathways, value-realization plans and qualified growth opportunities.
• Experience leading complex, cross-functional work in a matrix and influencing teams without direct authority.
• Commercial awareness, strong judgment, concise communication, analytical capability, ownership and consistent follow-through.

What we look for

We are seeking a senior, outcome-oriented leader who can connect business priorities to technology, protect existing value and identify what the account needs next. This is a technology advisory and account-outcomes leadership role, not a coordination, administrative support or traditional customer service position.

Pay

The base salary range for this job in all geographic locations in the US is $125,000 to $247,500. The base salary range for New York City Metro Area, Washington State and California (excluding Sacramento) is $150,000 to $281,300. Individual salaries within those ranges are determined through a wide variety of factors including but not limited to education, experience, knowledge, skills and geography.

Benefits

In addition to base salary, our Total Rewards package includes medical and dental coverage, pension and 401(k) plans, and a wide range of paid time off options, including:

• Flexible vacation policy where you decide how much vacation time you need based on your own personal circumstances.
• Designated EY Paid Holidays, Winter/Summer breaks, Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being.

Schedule

Join us in our team-led and leader-enabled hybrid model. Our expectation is for most people in external, client serving roles to work together in person 40-60% of the time over the course of an engagement, project or year.