Manager - Customer Success

About the Role:

We are looking for an experienced Customer Success Manager to own client relationships, ensure exceptional service delivery, and drive long-term customer success. The ideal candidate will be responsible for maximizing client satisfaction and retention while identifying opportunities to expand business through strategic up-selling and cross-selling. This role requires strong stakeholder management, commercial acumen, and the ability to collaborate across multiple business functions to deliver outstanding client outcomes.

Key Responsibilities:

• Own end-to-end client relationship management, ensuring high customer satisfaction, retention, and long-term partnerships.

• Serve as the primary point of contact for clients, conducting governance meetings, sharing business updates, and proactively managing risks and escalations.

• Collaborate closely with Operations Managers to ensure timely service delivery and adherence to agreed Service Level Agreements (SLAs).

• Partner with Quality Assurance teams to review quality metrics, analyze client feedback, and drive continuous process improvements.

• Identify opportunities for account growth through strategic up-selling and cross-selling of services aligned with client business needs.

• Build trusted relationships with client stakeholders and act as a strategic advisor throughout the engagement lifecycle.

• Monitor account health, proactively resolve issues, and ensure consistent service excellence.

• Work cross-functionally with internal teams to ensure seamless execution and client success.

Required Skills & Experience:

• 8-12 years of experience in Customer Success, Account Management, Client Success, or similar client-facing roles.

• Strong experience managing enterprise or B2B client relationships, preferably within outsourcing, consulting, or professional services.

• Proven expertise in service delivery governance, SLA management, stakeholder communication, and escalation handling.

• Strong commercial mindset with demonstrated experience driving account growth through up-selling and cross-selling.

• Excellent communication, negotiation, presentation, and relationship management skills.

• Strong analytical, problem-solving, and decision-making abilities with a customer-first approach.

Preferred Skills:

• Experience managing clients across multiple service lines such as Finance, HR, Technology, or Marketing.

• Hands-on experience with CRM and Customer Success platforms such as Salesforce or Zoho CRM.

• Understanding of quality frameworks, customer feedback systems, and continuous improvement methodologies.

• Experience leveraging AI tools and automation to improve customer success processes and operational efficiency.

Qualifications:

• Bachelor's degree in Business Administration, Commerce, Management, or a related discipline.

• MBA or equivalent postgraduate qualification is preferred.

• Minimum 6+ years of experience in Customer Success, Account Management, or client-facing roles within outsourcing, consulting, or professional services.

What We Offer:

• Opportunity to work remotely with a growing organization.

• Exposure to global clients across multiple industries.

• Opportunity to manage strategic client relationships and contribute directly to business growth.

• Cross-functional collaboration with leadership and operations teams.

• Competitive compensation and excellent career growth opportunities.