01Overview
Customer Success Manager
Executive assistants perform more than administrative tasks; they are often the executives right-hand person who enables them to advance company initiatives and goals. They filter and attend to the day-to-day functions that are part of the executives role so that the executive can focus on the high-level leadership and strategy functions. Your job description should include a brief overview of the company and the positions key functions, as well as detailed information about responsibilities, skills and qualifications and benefits.
Responsibilities
Client Relationship Ownership
- Serve as the main liaison for assigned top tier clients, ensuring a white-glove experience.
- Build trust and rapport with client leadership, becoming a strategic advisor to their business needs.
- Conduct regular check-ins, QBRs (Quarterly Business Reviews), and performance review meetings.
Strategic Account Growth
- Identify upsell and cross-sell opportunities based on client goals, operational needs, and industry trends.
- Collaborate with the sales and solutions team to craft tailored offerings and proposals.
- Monitor key account health metrics and proactively address risks to retention or satisfaction.
CSM Team Leadership & Oversight
- Manage and guide the internal CSM team assigned to various divisions and client segments.
- Monitor CSM performance, provide coaching, and implement best practices across the team.
- Ensure consistency in client relationship standards across all accounts.
- Create knowledge-sharing mechanisms, review client interaction reports, and help team members resolve complex issues.
- Act as the escalation point for critical situations that require leadership support or cross-functional coordination.
Internal Coordination
- Work closely with delivery, operations, and technology teams to ensure SLAs and KPIs are met.
- Champion the voice of the client internallypush for improvements where needed.
- Participate in on boarding and transition planning for current engagements.
Reporting and Communication
- Maintain clear records of client communication, feedback, and escalations.
- Share monthly and quarterly performance reports with clients.
- Track account plans, renewal timelines, and satisfaction scores (e.g., NPS).
- Provide support for special projects.
Qualifications and Experience
- 47 years of experience in client success, account management, or team leadershippreferably in outsourcing, financial services, or B2B SaaS. Proven success managing CXOs or senior stakeholders.
- Team management experience, preferably with cross-functional or multi-division CSM structures.
- Strong business acumen and communication skills (verbal and written).
- Ability to handle ambiguity and navigate complex account landscapes.
- Experience with U.S., U.K., or Australian clients.
- Exposure to the financial service industry
- CRM tools like Zoho, HubSpot or Salesforce.
Key Skills
- Relationship-first mindset
- Proactive and solutions-driven
- High emotional intelligence
- Strong follow-through and ownership
- Ability to lead and inspire others
- Excellent prioritization and escalation judgment
Job Location :
Gandhinagar, Ahmedabad,Chennai .
