Client Success Manager

We run AI + human voice calls for Amazon, Flipkart, Paytm, and more — 10M+ conversations a month. We're hiring an Account Manager to own client relationships and grow them. If you're sharp, logical, and love solving problems, read on.

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 client accounts (partners who run their calling operations with us). Your job is to keep these clients happy, make sure they hit their goals, and grow the account over time. This is a mix of client management, coordination, and problem-solving.

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 time and money they invest with us.
• 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 or client.
• 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 - for eg tech issues, workflows, uncontrollables- 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 success, or similar - B2B roles only; no B2C customer service/success). Minimum 2 years.
• Smart, logical thinkers who can break down a problem and find the real reason behind it.
• Strong common sense and the ability to make 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.
• Excellent command of spoken and written communication skills in English

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: 2–3 years (minimum 2 years)
• Salary: ₹4.8–7 LPA
• Location: Marol, Andheri East — 5–6 minute walk from the metro station (on-site)