Position : Senior Customer Success Manager.

Experience : 8+ Years.

Location : Ahmadabad.

Client Relationship Management:

- Serve as the primary point of contact for key enterprise and strategic clients.

- Build and maintain strong, trusted relationships with clients and decision-makers.

- Understand client needs, goals, and how our digital solutions can best align with them.

- Conduct regular business reviews and success check-ins.

Team Leadership & Mentorship:

- Lead and mentor a team of Customer Success Executives / Account Coordinators.

- Provide guidance, training, and performance feedback to ensure team growth and efficiency.

- Foster a customer-first culture within the team.

Project and Delivery Oversight:

- Oversee client projects to ensure timely delivery and quality outcomes.

- Identify delivery risks early and collaborate with internal teams for quick resolution.

- Ensure transparent communication between clients and cross-functional departments.

Client Retention & Growth:

- Develop and execute client retention strategies to maintain long-term partnerships.

- Identify upselling and cross-selling opportunities to drive business growth.

- Collaborate with leadership and sales teams to pitch value-added services.

Issue Management and Escalations:

- Manage and resolve client concerns and escalations with a solution-oriented approach.

- Coordinate across departments to ensure fast, effective problem resolution.

- Document and analyze recurring issues to improve internal processes.

Data-Driven Insights and Reporting:

- Present monthly performance and KPI reports to clients and management.

- Use data insights to improve engagement, usage, and satisfaction.

- Share actionable feedback with internal teams to optimize client outcomes.

Strategic Success Planning:

- Create and manage customized success plans for key clients.

- Advocate for client needs internally to align service enhancements with business objectives.

Qualifications:

- 8+ years of experience in Customer Success, Account Management, or Client Relations within the IT services or SaaS industry.

- Proven experience managing enterprise-level B2B client relationships.

- Strong understanding of Web & Mobile development life cycles, CMS platforms (WordPress, Laravel, etc.), and Open Source technologies.

- Experience in leading customer success or account management teams.

- Familiarity with CRM and project management tools (Trello, Asana, Jira) and communication platforms (Slack, Zoom, Skype).

Skills & Abilities:

- Excellent communication, presentation, and negotiation skills.

- Strong analytical and problem-solving mindset.

- Ability to lead and motivate teams toward client success goals.

- High emotional intelligence and empathy in client interactions.

- Strategic thinker with a proactive and ownership-driven approach.

- Comfortable managing multiple clients and complex projects in a fast-paced environment.