Customer Success Manager

Role: Customer Success Specialist

Were looking for a Customer Success Specialist to join our EBU (Enterprise Business Unit) vertical. In this role, youll be the voice of the client, ensuring they get the most out of our services, tools, and partnerships.

Responsibilities:

Client Relationship Management

• Act as the primary point of contact for bookkeeping clients.
• Build and maintain strong, trust-based relationships with clients.
• Conduct regular check-ins and gather structured feedback to track client satisfaction.
• Escalate issues effectively and ensure closure in collaboration with delivery managers.

On boarding & Portal Adoption

• Support client on boarding, including portal walkthroughs and training sessions.
• Ensure clients are confident in using the platform for queries, job submissions, and tracking.
• Drive early engagement and adoption to reduce drop-offs post-on boarding.

Client Health & Retention

• Monitor dashboards for pending items, delayed queries, and client activity.
• Categorize accounts (Green/Amber/Red) based on health and proactively address risks and escalations.
• Work with internal teams to close gaps in communication, delivery, or expectations.

Performance & Reporting

• Prepare and deliver insights for MBR, QBR, EBR for clients.
• Track and report client satisfaction metrics (NPS, CSAT, renewal trends).
• Provide leadership with early warning signals on at-risk accounts.

Cross-Functional Collaboration

• Collaborate with bookkeeping delivery teams to address client concerns.
• Partner with Farming/Account Managers for renewals, upsell, and cross-sell opportunities.
• Share structured client feedback for process and service improvement.
• Mobile-friendly, and visually aligned with brand guidelines.

Qualifications and Experience

• 2-3 years of experience in Customer Success / Account Management (KPO, Outsourcing, or Bookkeeping for Australian clients preferred).
• Bachelors or Masters degree in Commerce, Accounting, Finance, or Business Administration (B.Com / M.Com / MBA or equivalent
• Excellent communication skills fluent in English, both written and spoken, with the ability to engage confidently in professional conversations.
• Familiarity with Australian bookkeeping practices & accounting tools (Xero, MYOB, QuickBooks a plus).
• Strong communicator with excellent client management skills.
• Analytical, proactive, and client-centric mind-set.
• Ability to collaborate across teams and manage multiple client accounts.

Job Location, Work Timings and Work Model:

• Gandhinagar

• Full time

• 9 am to 6pm IST