Customer Success Manager

Responsibilities:

• Own end-to-end client relationship management, ensuring high satisfaction, retention, and alignment with client expectations across all service lines.
• Act as the primary interface for clients, conducting regular governance calls, sharing updates, and proactively addressing concerns or risks.
• Collaborate with Operations Managers to ensure timely and effective delivery, tracking SLAs and ensuring commitments are consistently met.
• Partner with Quality Assurance Leads to review quality metrics, incorporate client feedback, and drive continuous service improvement.
• Identify and drive revenue growth opportunities through up-selling and cross-selling of additional services aligned to client needs.

Requirements:

• Strong client relationship management and stakeholder engagement skills in B2B or outsourcing environments.
• Proven ability to manage service delivery governance, including SLAs, escalations, and client communication.
• Commercial acumen with experience in identifying and driving up-sell/cross-sell opportunities.

Additional Skills and Expertise (Good to Have):

• Experience working across multiple service lines (Finance, HR, Technology, Marketing) in a cross-functional setup.
• Familiarity with CRM and customer success tools (e. g., Zoho CRM, Salesforce).
• Exposure to quality frameworks, client feedback systems, and continuous improvement practices.
• Demonstrated ability to integrate AI into relevant processes.

Qualifications:

• Bachelor's degree in Business, Commerce, Management, or a related field; MBA or equivalent postgraduate qualification preferred.
• At least 6 years of experience in customer success, account management, or client-facing roles within outsourcing, consulting, or professional services.
• Strong communication, negotiation, and problem-solving skills with a client-first mindset.