Customer Success Manager

Job Overview

Customer Success Manager (CSM)

Key Responsibilities

• Act as the primary relationship owner for assigned clients, ensuring trust, transparency, and strong communication.
• Lead client onboarding and integration of offshore teams.
• Understand client business goals and proactively recommend solutions to maximize value.
• Conduct regular client check-ins and share performance reports.
• Collaborate with internal teams (Talent Acquisition, Operations, Finance) for seamless service delivery.
• Manage client escalations, resolving issues while strengthening relationships.
• Drive client retention and account growth by identifying upsell and expansion opportunities.
• Track client health, monitor KPIs, and provide leadership with insights on risks and opportunities.

Qualifications

• 5–8 years of experience in Customer Success, Account Management, or Client Services, preferably in professional services, outsourcing, or real estate-related industries.
• Strong communication, interpersonal, and relationship-management skills.
• Ability to manage multiple client accounts and stakeholders with a structured, detail-oriented approach.
• Proven problem-solving ability with a client-first mindset.
• Familiarity with real estate investment, property management, or outsourcing (preferred).
• Experience with CRM tools such as Zoho, HubSpot, or Salesforce (preferred).