Client Success Manager

Job Title: Client Success Manager

Department: Client Management

Location: Prahaldnagar, Ahmedabad, Gujarat.

Shift Timings: 7.30pm to 4.30am - Monday to Friday
Alternate Saturdays would be 3pm to 12am (working 1st 3rd 5th)

Experience Required: 3 years in a Team Lead / Senior Account Management role

Role Overview
The Client Success Manager (CSM) plays a pivotal leadership role in ensuring client
satisfaction, operational excellence, and team efficiency within the Client Management
department. This position involves managing a team of 3 Account Managers, overseeing client
portfolios, maintaining service quality, resolving escalations, and ensuring that performance
KPIs are met across all managed accounts. The ideal candidate is proactive, analytical, and
skilled at balancing people leadership with client relationship management.

Key Responsibilities
1. Team Management
Lead, mentor, and oversee a team of 3 Account Managers handling multiple client
portfolios.
Conduct weekly one-on-ones, performance reviews, and KPI assessments of the
reporting managers
Develop the team through coaching, feedback, and structured training sessions.
Ensure workload balance, adherence to SOPs, and timely reporting from the team.

2. Client Relationship Oversight
Oversee all client communications handled by the Account Managers to ensure consistency, professionalism, and alignment with company standards.
Step in for high-priority or escalated client discussions when required.
Review and analyze client health metrics, renewal trends, and overall satisfaction scores.
Proactively identify risks or bottlenecks in client relationships and implement retention strategies.

3. Operations & Performance
Monitor key performance indicators such as retention rate, SLA adherence, escalation turnaround time, and reporting quality.
Collaborate with HR and Operations to design and implement performance frameworks for the client management team.
Ensure all reporting, timesheets, and dashboards (Clockify / Sheets) are accurate and updated regularly.
Create and implement process improvements to enhance service delivery and internal coordination.

4. Departmental Coordination
Work closely with Operations, HR, and Technical teams to ensure smooth execution of cross-departmental processes.
Contribute to the new client onboarding strategy, ensuring Account Managers follow a consistent and client-centric approach.
Act as a bridge between leadership and the Account Management team for communication, planning, and execution.

Qualifications & Skills
Bachelors degree (Masters preferred) in Business Administration, Marketing, or related field.
3 years of experience leading Account Managers or Client Success teams.
Strong communication, analytical, and decision-making skills.
Proficiency in CRM and project management tools (Zoho, Asana, Slack, Google Workspace).
Ability to manage multiple priorities and delegate effectively.
High emotional intelligence and people management capability.