Customer Success Specialist

Role: Customer Success Manager

Executive assistants perform more than administrative tasks; they are often the executive’s “right-hand person” who enables them to advance company initiatives and goals. They filter and attend to the day-to-day functions that are part of the executive’s role so that the executive can focus on the high-level leadership and strategy functions. Your job description should include a brief overview of the company and the position’s key functions, as well as detailed information about responsibilities, skills and qualifications and benefits.

Responsibilities

1. Client Relationship Ownership

 Serve as the main liaison for assigned top tier clients, ensuring a white-glove experience.

 Build trust and rapport with client leadership, becoming a strategic advisor to their business needs.

 Conduct regular check-ins, QBRs (Quarterly Business Reviews), and performance review meetings.

2. Strategic Account Growth

 Identify upsell and cross-sell opportunities based on client goals, operational needs, and industry trends.

 Collaborate with the sales and solutions team to craft tailored offerings and proposals.

 Monitor key account health metrics and proactively address risks to retention or satisfaction.

3. CSM Team Leadership & Oversight

 Manage and guide the internal CSM team assigned to various divisions and client segments.

 Monitor CSM performance, provide coaching, and implement best practices across the team.

 Ensure consistency in client relationship standards across all accounts.

 Create knowledge-sharing mechanisms, review client interaction reports, and help team members resolve complex issues.

 Act as the escalation point for critical situations that require leadership support or cross-functional coordination.

4. Internal Coordination

 Work closely with delivery, operations, and technology teams to ensure SLAs and KPIs are met.

 Champion the voice of the client internally push for improvements where needed.

 Participate in on boarding and transition planning for new engagements.

5. Reporting and Communication

 Maintain clear records of client communication, feedback, and escalations.

 Share monthly and quarterly performance reports with clients.

 Track account plans, renewal timelines, and satisfaction scores (e.g., NPS).

 Provide support for special projects.

Qualifications and Experience

 2–7 years of experience in client success, account management, or team leadership—preferably in outsourcing, financial services, or B2B SaaS.

 Proven success managing CXOs or senior stakeholders.

 Team management experience, preferably with cross-functional or multi-division CSM structures.  Strong business acumen and communication skills (verbal and written).

 Ability to handle ambiguity and navigate complex account landscapes.

 Experience with U.S., U.K., or Australian clients.

 Exposure to the financial service industry

 CRM tools like Zoho, HubSpot or Salesforce.

Key Skills

 Relationship-first mindset

 Proactive and solutions-driven

 High emotional intelligence

 Strong follow-through and ownership

 Ability to lead and inspire others

 Excellent prioritization and escalation judgment

Job Location, Work Timings and Work Model

 Mumbai, Gandhinagar, Ahmedabad, Pune, Chennai and Bangalore

 7.30 am – 4.30 pm

 Full time