Customer Success Manager - Key Accounts (Time & Material)

About the role

InnovationTeam is looking for a Customer Success Manager (Key Accounts) in Riyadh. You will own the day-to-day commercial and operational relationship for a portfolio of live Time & Material (T&M) and Managed Services client accounts. This is a commercial and operational ownership role, separate from project delivery, focused on the client relationship, billing and SLA governance. You will be the client's trusted operational point of contact and help keep revenue on every engagement properly recovered.

Key responsibilities

• Own end-to-end operational governance for several concurrent client accounts, set up and track SLAs, and establish documented process controls.
• Ensure all costs and resources are approved by the client and billed on time, and close revenue-leakage gaps before they become write-offs.
• Own the monthly timesheet cycle: data preparation, approval chase, daily rate application, and convert approved timesheets into signed delivery notes matched to client purchase orders and the rate card.
• Manage the delivery note sign-off cycle end to end and hand signed documents to Finance on time.
• Act as the bridge between client management and finance teams and internal Sales, Delivery, HR and Finance teams, and as the single point of contact for account queries and billing disputes.
• Coordinate onboarding of new resources, including client acceptance of profiles, rate and SLA confirmation, and compliance documentation (Iqama, GOSI, WPS) before Day 1 of billable work.
• Maintain real-time visibility of utilization, recovery days and SLA attainment, and feed engagement data into capacity forecasting and proposal costing.

Required profile

• 6-10 years in client-facing IT services delivery, operational managed services, staffing/T&M operations and operational account management.
• Demonstrated commercial accountability on live client engagements, such as client acceptance and delivery note signing.
• A conventional project or technical delivery manager background is acceptable if combined with timesheet, billing or delivery note experience.
• Working knowledge of KSA labor compliance (Iqama, GOSI, WPS, Qiwa) to coordinate with HR.
• Native or fluent Arabic preferred.

Required skills

• Comfortable with timesheet, billing and delivery note governance cycles.
• Understanding of T&M revenue protection and SLA frameworks (ISO/IEC 20000 or ITIL concepts are a plus).
• Organized communicator able to manage multiple internal and client stakeholders.