Client Technology - Customer Success Management - Role: Technical Customer Success Manager
EYAt EY, we’re all in to shape your future with confidence.
We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go. Join EY and help to build a better working world.
The opportunity
Technology is central to how EY serves clients and protects trust. The Associate Director, Technical Customer Success Manager (TCSM) is the senior technical advisor for strategic accounts, combining customer success, architecture, cloud, cybersecurity and risk expertise to improve technical health, accelerate secure adoption and translate technology performance into measurable business value.
Working with Customer Success Managers (CSMs), Global Client Service Partners, account technology leaders, Product and Engineering, Information Security, Risk Management and Support, the TCSM owns the technical success plan and coordinates action across the customer lifecycle.
Your key responsibilities
Own account technical health and protection
- Own a portfolio-level view of technical health across adoption, utilization, service performance, incidents, security posture, dependencies, technical debt and open risks.
- Define health indicators, thresholds and action plans; lead recurring technical health reviews and provide clear executive reporting on business impact, decisions, owners and next actions.
- Proactively identify technology, security, privacy, resilience, integration and operational risks that could affect client trust, service continuity or revenue; coordinate mitigation with the accountable governance and delivery teams.
- Lead technical coordination for significant incidents and escalations, including impact assessment, recovery planning, executive communication and post-incident follow-through.
Drive secure adoption and measurable value
- Partner with CSMs to build outcome-based success plans that connect customer priorities, technical milestones, adoption, value realization and risk reduction.
- Guide onboarding, implementation, integration, configuration, optimization and operational readiness for priority capabilities; remove technical blockers and improve time to value.
- Use product engagement, service, integration and risk signals to identify underutilization, adoption gaps and opportunities to protect or grow the account.
- Communicate measurable outcomes such as adoption, resilience, produc