Customer Success Director - Strategic Accounts

Microland is the world's leading AI-first, platform-driven technology infrastructure services company. We're a 36-year-old organization serving clients in over 100 locations globally. Microland's driving ambition is to provide our clients with innovation, the best technologies, and strategies for adopting the next generation of digital infrastructure. We lead with our platforms under the umbrella of Intelligeni. Large enterprises rely on Microland to manage and transform their mission-critical infrastructure. 55% of our revenue comes from the North America region, 35% from EMEA, and 10% from APAC. Visit www.microland.com for more details. Position: Customer Success Director – Strategic Accounts Location: London or Birmingham (Hybrid) Travel: As required across UK Reports to: SVP – Geo Leader (EMEA) Role Purpose Own and grow Microland's strategic accounts by ensuring exceptional customer experience, driving adoption of Microland's services, and expanding wallet share. This role is critical for building long-term partnerships and delivering measurable business outcomes for clients. Key Responsibilities

• Account Management
• Serve as the primary executive contact for strategic accounts.
• Develop and execute account plans aligned with client objectives and Microland's growth strategy.
• Customer Success
• Ensure delivery excellence and proactive issue resolution.
• Drive adoption of Microland's digital transformation offerings (cloud, automation, digital workplace).
• Growth & Expansion
• Identify upsell and cross-sell opportunities within existing accounts.
• Collaborate with sales and delivery teams to convert opportunities into revenue.
• Executive Engagement
• Build strong relationships with client CXOs and key stakeholders.
• Conduct regular governance meetings and quarterly business reviews (QBRs).
• Value Realization
• Track and communicate business outcomes achieved through Microland's services.
• Maintain high Net Promoter Score (NPS) and customer satisfaction metrics.
• Risk Management
• Anticipate and mitigate account risks through proactive planning.
• Ensure contractual compliance and SLA adherence.
• OEM Partnership
• Joint Go-to-Customer Opportunities
• Enable Better Solution Integration
• Identify Upsell/Cross-sell Opportunities Required Skills & Experience
• Experience: 12+ years in IT services account management or customer success, with at least 5 years managing strategic/global accounts.
• Expertise: Managed services, cloud, automation, and digital workplace solutions.
• Global Delivery Model Knowledge: Strong understanding of offshore/nearshore delivery frameworks.
• Competencies: Relationship management, strategic thinking, negotiation, and executive communication.