Client Success & Growth Manager

⚠️ Please read before applying: This role pays a maximum of ₹8 LPA. If your expected CTC is above ₹8 LPA, please do not apply — it will not be a fit, and we want to respect everyone's time.

Client Success and Growth Manager

Futwork | Marol, Andheri East, Mumbai (5–6 min walk from the metro)

About Futwork

Futwork runs AI + human voice calls for enterprises, handling both inbound and outbound calling. We power 10M+ conversations a month for top companies like Amazon, Flipkart, Paytm, Lenskart, Shiprocket and BharatPe across logistics, e-commerce, fintech, education and more.

About the Role

You will own a set of B2B client accounts (partners who run their calling operations with us - Voice AI and Humans). You are responsible for retaining these clients, making sure they hit their goals, and growing each account over time. This is a mix of client ownership, coordination, problem-solving, and growth.

This is not a typical SaaS client success role

If your idea of client success is onboarding, driving adoption, and chasing renewals — this role is different, and probably not for you.

At Futwork, you don't just keep the account running. You own how well it performs and how much it grows. That means:

• You are responsible for the client actually hitting their targets and getting real ROI from us — not just being onboarded.
• You dig into performance data, find why numbers are off, and fix them with our internal teams.
• You drive the growth of the account — more use cases, more volume, more value — not just protect what already exists.
• You work like a mini business owner for your accounts: you understand the client's business, our operations, and the numbers, and you take smart decisions to move things forward.

This role needs sharp thinking, strong ownership, and comfort with data and problem-solving. If that excites you, read on.

What You'll Do

• Own 5–7 client accounts and be their main point of contact at Futwork.
• Understand each client's business, their goals, and the return they expect for the money they spend with us.
• Manage Voice AI agents, suggest improvements, and work with the tech and ops team to improve the call quality and results from the voice AI agent.
• Take client requirements and pass them clearly to our internal teams (operations and tech).
• Make sure new processes go live on time, and keep the client updated at every step.
• Track performance against agreed benchmarks. If numbers are not being met, dig into why.
• Do a proper root cause analysis (RCA) when things go off track, find the real gap, and fix it with the internal team.
• Check that our operations team is running the process correctly, and close any gaps you spot.
• Set the right expectations with clients, so there are no surprises.
• Handle discussions between our tech/ops teams and the client's teams.
• When there are limitations at our end, communicate them honestly and in a way that keeps the client's trust.
• Look for ways to grow the account — more use cases, more volume, more value.

What We're Looking For

• 2–3 years of experience in a relevant role (account management, client relationship management, client success, operations, or similar). Minimum 2 years.
• A track record of owning client relationships and driving results — not just onboarding or support.
• Smart, logical thinkers who can break down a problem and find the real reason behind it.
• Strong common sense and the ability to take good decisions on your own.
• People who can understand both our business and the client's business quickly.
• Good communicators who can keep clients calm, confident and informed.
• Comfortable coordinating across many teams and keeping timelines on track.
• Analytical mindset — you enjoy digging into data and numbers to find answers.

Tools You Should Know

• Strong hands-on skills in Excel and Google Sheets.
• Comfortable with data reporting — building and reading reports to track performance.
• Handy with AI tools like ChatGPT, Claude, Google AI Studio, and similar.
• Able to use AI tools to automate processes and repetitive tasks wherever possible, to work faster and smarter.

Details

• Experience: Minimum 2 years in a client-facing role. Minimum 1 year in a similar/relevant role
• Salary: ₹4.8–8 LPA
• Location: Marol, Andheri East, Mumbai — 5–6-minute walk from the metro station (on-site).
• ⚠️ One more time: This role pays ₹4.8–8 LPA. If your expected CTC is above ₹8 LPA, please do not apply.