Customer Success Manager

Job Summary

Customer Success Manager (CSM)

Key Responsibilities

Client Relationship & Account Management

• Own and manage key client accounts across IT staffing, contract hiring, and permanent recruitment
• Act as the primary point of contact between clients and internal recruitment teams
• Build long-term partnerships by understanding client business goals, workforce plans, and hiring challenges

Customer Success & Retention

• Ensure high client satisfaction through timely delivery, quality candidates, and proactive communication
• Conduct regular client check-ins, quarterly business reviews (QBRs), and feedback sessions
• Identify risks early and drive corrective actions to avoid churn

Hiring & Delivery Coordination

• Translate client requirements into clear role briefs for recruitment teams
• Monitor hiring progress, SLA adherence, candidate quality, and turnaround times
• Resolve delivery escalations and manage expectation alignment

Growth & Revenue Enablement

• Identify opportunities for account expansion: new roles, skill sets, geographies, or engagement models
• Support upselling and cross-selling of staffing services (RPO, GCC hiring, payroll, contract staffing)
• Collaborate with sales and leadership on account growth strategy

Reporting & Process Improvement

• Track KPIs such as fulfillment rate, time-to-hire, offer-to-join ratio, and client NPS
• Prepare client reports and dashboards on hiring performance
• Continuously improve customer experience and internal delivery processes

Required Skills & Qualifications

Must-Have

• 3+ years of experience in

  IT Staffing, Recruitment Services, or HR Solutions

• Strong understanding of

  contract staffing, permanent hiring, and client SLAs

• Excellent communication, stakeholder management, and negotiation skills
• Experience managing enterprise or mid-size accounts
• Ability to handle escalations and complex client expectations

Good to Have

• Experience working with

  GCC clients, startups, or MNCs

• Familiarity with ATS, CRM tools, and hiring dashboards
• Exposure to account growth, renewals, and revenue targets