About Kadel Labs :

Kadel Labs is a leading IT services company delivering top-quality technology solutions since 2017, focused on enhancing business operations and productivity through tailored, scalable, and future-ready solutions. With deep domain expertise and a commitment to innovation, we help businesses stay ahead of technological trends. As a CMMI Level 3 and ISO 27001:2022 certified company, we ensure best-in-class process maturity and information security, enabling organizations to achieve their digital transformation goals with confidence and efficiency.

Job Title : Senior Manager - Customer Success and Growth

Location : Udaipur

Experience Required : 8+ Years

Job Description :

We are looking for an experienced Customer Success Manager / Account Manager to build and strengthen long-term relationships with enterprise customers while driving account growth and customer satisfaction. The ideal candidate will have a strong background in IT Professional Services, exceptional communication and stakeholder management skills, and a proven ability to identify growth opportunities within existing customer accounts. This role requires a strategic thinker who can collaborate across business and technology teams to ensure successful project delivery and maximize customer value.

Key Responsibilities :

1. Customer Relationship Management :

- Build, nurture, and maintain strong relationships with enterprise customers and key stakeholders.

- Serve as the primary point of contact for assigned customer accounts.

- Understand customer business objectives and align service delivery to meet their expectations.

- Conduct regular business reviews and provide strategic recommendations to customers.

2. Account Growth & Business Development :

- Identify opportunities for account expansion, cross-selling, and upselling IT services.

- Develop account growth strategies and drive revenue from existing customers.

- Collaborate with Sales, Delivery, and Leadership teams to maximize customer value.

- Track account health, customer satisfaction, and growth metrics.

3. Customer Success & Service Delivery :

- Ensure successful delivery of projects and services by coordinating with internal teams.

- Proactively resolve customer concerns and manage escalations.

- Monitor project milestones, service quality, and customer expectations.

- Drive high customer retention and long-term partnerships.

4. Stakeholder Management :

- Engage effectively with CXOs, business leaders, and technical stakeholders.

- Translate customer business needs into actionable plans for delivery teams.

- Facilitate communication between customers and internal technical teams.

5. Leadership & Strategic Initiatives :

- Mentor team members and contribute to building a high-performing customer success function.

- Drive continuous improvement initiatives and best practices.

- Contribute to organizational growth by identifying new business opportunities and strengthening customer partnerships.

Required Skills & Experience :

- 8 - 12 years of experience in Customer Success, Account Management, Client Relationship Management, or Business Consulting within the IT Professional Services industry.

- Excellent verbal, written, and presentation communication skills.

- Proven experience managing enterprise customer accounts and executive stakeholders.

- Experience in IT Professional Services is mandatory.

- Prior experience as a Business Analyst, Product Manager, Software Developer, Technical Consultant, or similar technology-focused role is preferred but not mandatory.

- Strong customer relationship management and stakeholder engagement capabilities.

- Demonstrated ability to drive account growth, customer retention, and business expansion.

- Experience working closely with cross-functional teams including Delivery, Engineering, Product, and Sales.

- Strong problem-solving, negotiation, and conflict-resolution skills.

- Leadership mindset with the ability to influence teams and drive business outcomes.

Education :

- Bachelor's degree in Engineering, Computer Science, Information Technology, or a related field.

- MBA or equivalent postgraduate qualification is an added advantage.