Customer Success Manager

About the Role
Own and grow a portfolio of enterprise client accounts in the region. You will keep clients successful through strong relationships and delivery governance, and mine each account for upsell and cross-sell to deliver the annual regional target.
Key Responsibilities
Account Mining and Upselling
Identify expansion opportunities within existing client portfolios and convert them into upsell and cross-sell across Taggd’s recruitment and related service lines
Build an account plan for each key client covering stakeholders, service lines in use and growth opportunities
Deliver the region’s annual revenue target through portfolio retention and account expansion
Client Relationship Management
Act as the primary strategic relationship owner for client stakeholders, HR leaders and business unit heads
Keep client satisfaction high and secure long-term retention and renewal
Talent Acquisition Coordination
Work closely with the internal Talent Acquisition and delivery operations teams to track open requisitions and delivery against agreed turnaround times
Address fulfilment bottlenecks promptly, before they affect SLA or client confidence
Sales and Business Development Alignment
Collaborate with Sales and BD teams during client onboarding and hand-offs to ensure seamless operational continuity
Work with Sales and BD to drive organic growth across the account portfolio
Governance and Escalation Management
Conduct regular governance reviews with clients to track engagement health
Resolve operational escalations, such as delayed deliveries or SLA mismatches, and restore service health quickly
Secure long-term partnership continuity across the portfolio
What We’re Looking For
8+ years in Account Management, Client Servicing or Business Development
Direct experience in the Recruitment Industry or a BFSI (Banking, Financial Services and Insurance) environment (mandatory requirement)
Proven record of account mining, upselling and cross-selling against an annual revenue target
Ability to build and manage relationships with HR leaders and business unit heads, with a professional client presence
Experience handling Sales, BD and Talent Acquisition mandates across functions
Understanding of Talent Acquisition workflows, account servicing methods and client delivery lifecycles
Strong communication with executive clarity, and quick responsiveness to clients
Career stability, with at least 2 years of continuous tenure in each previous organisation
Full-time BE / B.Tech or MBA graduate
What Success Looks Like (Top KPIs)
Revenue Target: ₹2 Crores annually (100% of target)
Account Growth: upsell and cross-sell as per the agreed annual plan
Client Retention: 100% of key accounts retained
Client CSAT: 4/5 or higher, quarterly
Delivery Against TAT: 90% of closures within SLA
Escalation Closure: no open critical escalation
Governance Cadence: 100% of agreed client reviews held on schedule

Work arrangement
No