Customer Success Manager - Canberra - NV1 Cleared

DXC Customer Success Manager – Federal Government – NV1 Required

The NV1 cleared CSM is accountable for end-to-end client success for one of our key Federal Government Accounts, Consulting & Engineering Services (CES) + Global Infrastructure Services (GIS)

This role takes ownership of delivery governance, client satisfaction, renewal readiness, commercial outcomes, and value realisation, while operating within Australian Government security and assurance requirements.

Suitable candidates will have exceptional communication and stakeholder engagement skills and proven experience in project delivery, financial management, reporting and governance. SAP AMS or implementation project exposure is highly advantageous.

This role requires NV1 Federal Government clearance and will require at least 3 days per week onsite in Canberra.

Core Responsibilities (Cross-Offering)

• Single point of accountability for the client across CES and GIS; leads integrated governance (service reviews, QBRs, executive forums).
• Owns day-to-day delivery performance and contractual obligations across multi-tower services; drives risk, issue, and escalation management.
• Maintains accurate financial governance (cost control, margin awareness, forecasting) and supports renewal/retention execution.
• Identifies and progresses value-led expansion opportunities across offerings in partnership with Markets, Offerings, and Sales.
• Orchestrates delivery teams, architects, security, PMO, and partners across offerings to ensure consistent outcomes.

Security, Compliance & Assurance (preferred)

• Working knowledge of Federal Government security obligations, including expectations across governance, personnel, physical, and information/cyber security.
• Understands Australian Government protective security concepts (e.g., risk-based protective security, security planning, incident management, third-party risk management).
• Understands cyber security control frameworks used in government contexts (ASD ISM, Essential Eight maturity model) and how they translate into delivery and governance expectations.
• Able to operate within accredited/assessed environments (e.g., IRAP-assessed systems and services) and support evidence-based assurance and audit readiness (without acting as the assessor).

Operational Environment & Ways of Working

• Security-first operating discipline: information handling, least-privilege/need-to-know mindset, controlled communications, and rigorous change management.
• Strong incident and crisis leadership: coordinates cyber/service incidents, ensures timely stakeholder comms, and drives corrective actions and continuous improvement.
• Supplier and subcontractor governance: ensures third parties align to security and contractual obligations and supports due diligence and ongoing monitoring.
• Location and stakeholder accessibility: capable of supporting governance rhythms; local presence in Canberra is beneficial for stakeholder engagement.

Capability Expectations (Common Across Levels)

• Proven management of complex enterprise accounts with multi-tower delivery and high governance/assurance requirements.
• Executive-level communication and influence; can lead difficult conversations with senior internal and external stakeholders.
• Commercial acumen (renewals, margin drivers, forecasting) and ability to translate delivery performance into value and risk narratives.
• Ability to orchestrate cross-functional teams without direct authority; drives a consistent governance model across offerings.

Qualifications / Experience

• 7+ years in client-facing account leadership, delivery management, or customer success within IT services/managed services/consulting.
• Experience delivering into Australian Government or regulated environments.
• Comfort operating with security requirements that may include personnel suitability and clearance processes, secure facilities, and controlled information handling.
• Certifications beneficial: ITIL, PMP/PRINCE2, Agile/SAFe; security awareness training/credentials are advantageous.

Success Measures

• Client satisfaction and advocacy
• Delivery performance and risk posture across CES and GIS services (SLA/KPI attainment, issue recurrence reduction).
• Renewal readiness and retention outcomes across in-scope services.
• Financial performance (cost control, margin contribution) and forecast accuracy.
• Progressed cross-offering growth pipeline grounded in value and stakeholder priorities.