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.

Skills
customer success

Experience
8-12 yrs