Customer Success Manager – IT Company

Experience: 3 to 6 Years

Location: Ahmedabad

Department: Customer Success / Delivery / Operations

About the Role

As a Customer Success Manager (CSM) in our IT company, you will act as a strategic partner to our clients, ensuring they achieve maximum value from our web, mobile, and software solutions. You’ll manage long-term relationships, drive retention, and identify opportunities for business growth within your accounts.

Key Responsibilities

Client Relationship Management

- Act as the primary point of contact for assigned clients post-project delivery.

- Build and nurture strong, long-lasting relationships with clients across India and global markets (US, UK, EU).

- Understand clients’ business objectives and align IT solutions to their needs.

Project Delivery Oversight

- Work closely with project managers, developers, and QA teams to ensure client requirements are met on time and with quality.

- Facilitate smooth onboarding and handovers from Sales to Delivery teams.

- Proactively monitor project progress, ensuring risks or delays are communicated and mitigated.

Customer Retention & Growth

- Drive customer satisfaction (CSAT) and Net Promoter Score (NPS) improvements.

- Identify upselling and cross-selling opportunities for additional IT services like SEO, mobile app development, or software upgrades.

Issue Resolution

- Handle escalations effectively with a solution-oriented mindset.

- Act as a bridge between clients and technical teams for clear communication and faster resolutions.

Reporting & Analysis

- Prepare account health reports, project updates, and status reviews for clients.

- Use CRM and project management tools to track customer interactions and feedback.

Key Skills & Competencies

Essential Skills

- Strong understanding of IT services: Web & Mobile Development, SaaS products, Cloud solutions, etc.

- Excellent communication (verbal & written) for domestic and international client handling.

- Proficiency with tools like Jira, ProofHub, Zoho CRM, or HubSpot.

- Strong analytical, problem-solving, and multitasking abilities.

Preferred

- Experience working in an IT services company or digital agency.

- Knowledge of Agile and Scrum methodologies.

- Ability to manage multiple accounts/projects simultaneously.

Qualifications

- Bachelor’s degree in IT, Computer Science, Business, or related field (MBA preferred).

• - 3–6 years of experience in a CSM, Account Manager, or Client Relations role in an IT environment.