Customer Success Manager (IT Services & Consulting)
Location - Pune, India (Work from Office)
Experience - 4–6 Years
Qualification - MBA / PGDM (Marketing, Operations, IT, International Business) preferred
Employment Type - Full-Time
About HeapTrace Technology-
HeapTrace Technology is a rapidly growing IT Services and Consulting company specializing in Software Development, Cloud & DevOps, AI/ML, Quality Engineering, Data Engineering, and Digital Transformation. We work with clients across the United States, Europe, and other global markets, delivering high-quality technology solutions through dedicated teams and project-based engagements.
We are looking for a highly professional, client-focused, and communication-driven Client Success Manager who can act as the bridge between our clients and delivery teams while ensuring exceptional customer experience and long-term relationship management.
Role Overview-
- The Client Success Manager will be responsible for managing client relationships, driving effective communication, coordinating with delivery teams, tracking action items, ensuring timely follow-ups, and maintaining high levels of client satisfaction.
- The ideal candidate should possess exceptional English communication skills, strong email writing capabilities, excellent stakeholder management abilities, and a proactive ownership mindset.
- This role requires regular interaction with international clients and internal cross-functional teams to ensure commitments are delivered effectively, and client expectations are consistently exceeded.
Key Responsibilities-
Client Relationship Management-
- Serve as the primary point of contact for assigned client accounts.
- Build strong and long-lasting relationships with clients.
- Develop a deep understanding of client business objectives and expectations.
- Conduct regular client touchpoints, status meetings, and relationship reviews.
- Ensure high levels of client satisfaction and engagement. Client Communication & Email Management-
- Draft and manage professional client communications, including emails, follow-ups, status updates, meeting summaries, and escalation responses.
- Maintain a high standard of written and verbal communication.
- Ensure timely and accurate responses to client inquiries.
- Communicate project updates, risks, issues, and resolutions effectively. Project Coordination & Follow-Up-
- Coordinate closely with Project Managers, Delivery Managers, Engineering Teams, QA Teams, and Leadership.
- Track deliverables, commitments, and project milestones.
- Ensure action items are assigned, monitored, and completed on time.
- Follow up proactively with internal teams to drive accountability and execution.
- Escalate risks and blockers appropriately when required.
Meeting Management & Governance-
- Schedule and facilitate client meetings.
- Prepare meeting agendas and discussion points.
- Capture Minutes of Meeting (MOM) and distribute action items within 24 hours.
- Track action item closure and maintain accountability across stakeholders.
- Maintain organized documentation of client communications and decisions.
Customer Success & Retention-
- Identify potential risks impacting client satisfaction.
- Address concerns proactively before they become escalations.
- Support account retention and long-term relationship growth.
- Drive continuous improvement in customer experience.
- Work closely with leadership on strategic accounts and key customer initiatives.
Reporting & Operational Excellence-
- Prepare weekly and monthly client status reports.
- Track customer health, project progress, and communication effectiveness.
- Maintain CRM, project tracking systems, and account documentation.
- Provide visibility into open risks, issues, and dependencies.
Required Skills-
Communication Excellence-
- Exceptional written and verbal English communication.
- Outstanding business email writing skills.
- Ability to communicate confidently with international clients.
- Strong presentation and meeting facilitation skills.
Client Management-
- Strong relationship-building capabilities.
- Stakeholder management and expectation management skills.
- Ability to handle difficult conversations professionally.
- Customer-first mindset with strong ownership.
Project Coordination-
- Understanding of software development lifecycle (SDLC).
- Familiarity with Agile and Scrum methodologies.
- Ability to manage multiple clients and priorities simultaneously.
- Strong attention to detail and organizational skills.
Tools & Systems-
Experience with one or more of the following:
- Jira
- Teamwork
- ClickUp
- Asana
- Monday.com
- Microsoft Office
- Google Workspace
- CRM Systems
Preferred Experience-
- Experience in IT Services, Software Development, SaaS, Consulting, or Technology Companies.
- Experience managing US, UK, European, or international clients.
- Exposure to software development projects, cloud projects, QA engagements, or managed services.
- Experience working in a client-facing coordination or account management role.
Key Performance Indicators (KPIs)-
- Client Satisfaction Score (CSAT)
- Client Retention Rate
- On-Time Action Item Closure
- Communication Quality & Responsiveness
- Meeting Effectiveness & MOM Compliance
- Escalation Resolution Effectiveness
- Account Growth Support
- Internal Coordination Efficiency
What Success Looks Like-
- Within the first 6 months, the successful candidate will:
- Independently manage assigned client accounts.
- Build strong relationships with key stakeholders.
- Ensure timely follow-up and closure of commitments.
- Improve communication effectiveness across projects.
- Reduce management overhead through proactive coordination.
- Become a trusted advisor and communication bridge between clients and delivery teams.
Why Join HeapTrace-
- Work directly with international clients.
- Exposure to cutting-edge technology projects.
- Fast-growing organization with significant career growth opportunities.
- Collaborative and entrepreneurial work culture.
- Opportunity to develop into future leadership roles in Client Success, Account Management, or Delivery Management.
