We are looking for a proactive and customer-focused Client Success Manager to build strong client relationships, drive customer satisfaction and retention, and ensure clients achieve maximum value from our products and services.
Key Responsibilities
- Manage a portfolio of clients and serve as their primary point of contact.
- Build and maintain strong, long-term client relationships.
- Understand client goals, challenges, and business requirements.
- Drive client onboarding, adoption, engagement, and successful implementation.
- Conduct regular client check-ins, business reviews, and performance discussions.
- Monitor customer satisfaction, usage, and key success metrics.
- Identify opportunities for upselling, cross-selling, and account expansion.
- Proactively identify and resolve client concerns and coordinate with internal teams when required.
- Work closely with Sales, Product, Operations, and Support teams to deliver a seamless customer experience.
- Track and maintain accurate client information, activities, and follow-ups in CRM systems.
- Collect client feedback and communicate insights to relevant internal teams.
- Develop strategies to improve customer retention, loyalty, and lifetime value.
- Prepare regular reports on account health, client engagement, renewals, and revenue opportunities.
Requirements
- Bachelor’s degree in Business, Marketing, Management, or a related field.
- 2–5 years of experience in Client Success, Account Management, Customer Success, Relationship Management, or a similar role.
- Excellent verbal and written communication skills.
- Strong relationship-building and stakeholder-management abilities.
- Good problem-solving and negotiation skills.
- Customer-centric mindset with strong ownership and accountability.
- Ability to manage multiple clients and priorities effectively.
- Comfortable working with CRM and customer-support tools.
- Strong analytical and presentation skills.
Key Performance Indicators (KPIs)
- Customer retention and renewal rate
- Customer satisfaction / CSAT
- Net Promoter Score (NPS)
- Client engagement and product adoption
- Upsell and cross-sell revenue
- Client response and resolution time
- Customer lifetime value
- Overall account health
Preferred Skills
- Experience with SaaS, B2B, technology, or service-based businesses.
- Experience managing enterprise or high-value accounts.
- Familiarity with CRM platforms such as Salesforce, HubSpot, or Zoho.
- Strong presentation and business-review skills.
- Experience working with cross-functional teams.
Core Competencies
Customer Focus | Communication | Relationship Management | Problem Solving | Ownership | Negotiation | Analytical Thinking | Time Management | Collaboration
Benefits:
- Commuter assistance
- Health insurance
- Internet reimbursement
- Leave encashment
- Life insurance
- Paid sick time
- Paid time off
- Provident Fund
Work Location: In person
