Customer Success Manager

Designation:

Position Type: Individual Contributor (IC)

Reports To:

Industry: Background Verification (BGV)

Role

Manager - Customer Success

Acting as the bridge between clients and internal teams, the Manager is accountable for ensuring timely execution of background verification (BGV) services, addressing client escalations, managing vendor coordination, and driving continuous improvement in service quality. The role involves active monitoring of key delivery metrics (TAT, accuracy, compliance), implementing process enhancements, and maintaining high levels of client satisfaction through feedback tools like NPS and CSAT.

In addition, the Manager supports strategic account initiatives by participating in QBRs, identifying upsell or cross-sell opportunities, contributing to client onboarding (including KYC and compliance processes), and working closely with senior leadership to achieve overall customer success objectives.

This role requires strong project management capabilities, attention to detail, customer-centric thinking, and the ability to collaborate effectively across teams. The ideal candidate is proactive, operationally strong, and passionate about delivering service excellence and building lasting client relationships.

Roles and Responsibilities:

Client Engagement & Retention

• Act as the Single Point of Contact (SPOC) for client queries, ensuring timely responses and resolutions.
• Conduct regular physical meetings with client stakeholders, including CHROs, VPs, and Directors.
• Drive strategic discussions during Quarterly Business Reviews (QBRs) to present insights, address concerns, and propose value-driven solutions.
• Proactively identify at-risk accounts and implement corrective measures to ensure high client retention.
• Develop and execute customer success plans tailored to each clients business objectives.

Revenue Growth, Expansion and Account Receivables

• Identify upsell and cross-sell opportunities to expand revenue within existing accounts.
• Work closely with Sales & Leadership to drive contract renewals and ensure long-term partnerships.
• Increase service adoption by positioning value-driven offerings based on client needs.
• Develop strategies to convert inactive/dormant accounts into active ones, improving client lifetime value.
• Drive the closure of pending Accounts Receivables (AR) escalated by the Finance team due to outstanding payments.
• Work with POCs, HR Leaders to streamline the recurring AR delays.

Churn Management & Account Reactivation

• Conduct root cause analysis for churned or inactive accounts and implement strategies to reactivate them.
• Engage with churned clients, understand concerns, and propose customized solutions to regain business.
• Build relationships with past clients, ensuring that the organization remains their preferred service provider.

Customer Experience & Feedback Mechanisms

• Implement customer satisfaction surveys such as Net Promoter Score (NPS) and CSAT to measure experience levels.
• Act on feedback to drive service improvements and enhance overall customer engagement.
• Serve as the voice of the customer, ensuring internal teams address pain points effectively.
• Manage end-to-end escalation working with cross-functional team members and prepare RCA as per the process.

New Client Onboarding & KYC Compliance

• Oversee the end-to-end onboarding process for new clients, ensuring a smooth transition and adherence to SLAs.
• Conduct Know Your Customer (KYC) verifications to ensure regulatory and compliance adherence.
• Work closely with internal teams to optimize the onboarding experience for new clients.
• Conduct Product demos with existing and new accounts periodically to ensure effective adoption.

Documentation & Reporting of Client Interactions

• Maintain comprehensive documentation of all client meetings, discussions, action points, and follow-ups.
• Ensure timely updates in CRM or internal documentation tools to create a structured record of engagements.
• Track commitments made to clients and ensure proper follow-through on deliverables.
• Share meeting minutes, action plans, and reports with internal teams to maintain alignment and accountability.

Internal Collaboration & Reporting

• Collaborate with Growth and Expansion, Delivery Excellence, and Finance to align on customer success strategies.
• Track and report key metrics related to customer retention, revenue growth, vendor performance, and churn recovery.
• Provide regular insights and recommendations to leadership on customer engagement and account performance.