Customer Success Manager -Aerospace & Defence

Job Description CES Customer Success Manager – Aerospace & Defence

As part of our overall investment and growth strategy in the UK at DXC we are looking to hire an experienced Aerospace & Defence Client Success Manager to join our CES team.

The CSM is a pivotal role responsible for driving client satisfaction, fostering account growth, and ensuring operational excellence within client engagements. This role focuses on managing all aspects of service delivery, advocating client needs, and collaborating cross-functionally to achieve desired outcomes. The CSM is responsible for key performance indicators including TCV (below $5M), revenue, contract margin, and client satisfaction, while also playing a vital role in driving client retention and overall account success.

• Being Responsible for and owning ALL aspects (both project and run) of CES delivery on the account, including contract renewal, client satisfaction, profitability, resourcing, oversight of billable roles assigned to the account and service level agreements, thereby ensuring consistent high‑quality execution across all engagements and meeting margin expectations.
• Collaborating effectively with other offerings to deliver a consistent, full‑stack experience for the account when needed, ensuring coordinated communication and clear ownership across all product deliverables from delivery through maintenance.
• Carrying responsibility for on‑account growth, focusing on driving opportunities under $5M, including pipeline development, proactive solutioning, change control and accurate forecasting of revenue and contract margin. Identify and secure x‑sell opportunities for wider CES services within existing accounts and wider associated client businesses.
• Serving as the central lead for all account activities outside of sales and Client Partner (CP) responsibilities, driving alignment and execution across internal and client‑facing teams, and providing strategic oversight and progress reporting to the CSM Territory Leader.
• Drive effective client partnership by aligning on resourcing strategy—ensuring clients assign capable, knowledgeable resources that complement DXC teams, and intervening strategically to resolve resourcing constraints.
• Drive financial governance by ensuring disciplined cash collection, proactively addressing AR challenges, and serving as the key decision‑maker for issue resolution.
• Ensure delivery and commercial compliance by partnering with the account delivery teams (Project Managers, Run Leads, etc.) to meet contractual obligations, maintain accurate internal systems, manage change controls, and drive post‑project learning and improvement.
• Collaborate effectively with peer CSMs—particularly within multi‑layered or large account environments—to ensure consistent client engagement, coordinated delivery, and seamless sharing of insights and account intelligence.
• Serving as the voice of the client within CES, advocating for their needs and expectations, aligning delivery teams to client priorities and desired outcomes acting as the central point of escalation for client issues.
• Driving operational excellence on the account, implementing governance structures, tracking key performance indicators (KPIs) and identifying areas for continuous improvement.
• Collaborating closely with cross‑functional teams (e.g., delivery, sales, marketing, and product) to align on client objectives, elevate risks, and surface new opportunities for value creation.
• Deep understanding of CES and wider DXC offerings to ensure DXC solutions are driven to the needs of the client.

• TCV (