Principal Client Partner

Role Overview

As a Senior Client Partner, you will lead a team of Client Partners while directly managing strategic customer relationships. Youll be responsible for driving value realization, retention, and growth across a portfolio of high-impact accounts. By mentoring your team and guiding strategic engagements, youll ensure alignment between our solutions and customer business priorities, while fostering long-term partnerships and measurable outcomes.

Ideal candidates have strong leadership skills, deep business and commercial acumen, and a track record of managing complex, consultative relationshipspreferably with experience in management consulting or enterprise SaaS.

Key Responsibilities

• Product Adoption & Value Delivery

• Lead discovery and exploratory conversations with the client to uncover pain points, challenges and needs to customise solutions
• Serve as the primary point of contact for assigned clients, ensuring our solutions drive measurable business outcomes.
• Translate client goals and challenges into actionable plans that align with our offerings.
• Drive product adoption and deliver ROI

• Account Retention & Growth

• Manage renewal conversations by proactively demonstrating ROI, mitigating churn risks and building stakeholder alignment.
• Identify and drive cross-sell and upsell opportunities through strategic account planning.
• Develop multi-threaded relationships across client organizations, including C-suite stakeholders, to build advocacy and deepen partnerships.
• Drive expansion across BUs, functions, geos

• Strategic Client Engagement

• Lead QBRs, MBRs, and ongoing value conversations focused on customer ROI and long-term impact.
• Monitor and act on key health metrics (Customer ROI, % Monthly Active Users, Health Score, GRR, NRR) to preempt risks and capitalize on opportunities.

• Program & Stakeholder Management

• Collaborate with internal teams (primarily Engagement Manager and occasionally other teams such as Product, Sales, Services) to ensure seamless delivery, client satisfaction and account growth.
• Manage complex, multi-stakeholder client programs with clear ownership and outcomes.

• Develop a best-in-class customer value driven team and structures

• Lead, mentor, and develop a high-performing team by providing regular coaching, feedback, and growth opportunities
• Own end-to-end team staffing including headcount planning, recruitment, onboarding, and succession planning
• Foster a culture of ownership, accountability, and continuous learning within the team
• Identify skill gaps and drive initiatives for upskilling, cross-training, and career progression
• Act as a culture champion, role-modeling company values and promoting inclusion, transparency, and psychological safety

• Continually innovate and refine internal playbooks, processes, workflows and systems leveraging first principles as well as industry best practices

• Accelerate customer response time by debottlenecking for the team, as required

Skills & Role Requirements

• Business & Strategic Capabilities

• Deep understanding of business strategy, operations, and industry trends, with the ability to engage clients in big-picture conversations.
• Strong problem-solving skills with a structured, first-principles approach to client challenges.
• Ability to collaborate with clients to uncover their broader organizational goals, and strategically align product and service offerings to drive measurable business outcomes.

• Client & Program Management

• Experience managing large-scale, client-facing programs with multiple stakeholders.
• Strong communication and influence skills, capable of engaging senior executives and translating complex ideas into actionable plans.
• Ability to lead strategic conversations centered around ROI, adoption, and long-term outcomes.

• Commercial Acumen

• Prior experience in consultative selling, customer success, or account management, ideally in SaaS or tech environments.
• Demonstrated success in managing renewals and driving account expansion.

• Technical & Analytical Skills

• Strong grasp of our product suite and services, enabling effective solution design and value articulation.
• Comfort working with technical products and translating client needs into technical solutions.
• Data-driven mindset with experience tracking customer metrics to inform decision-making and proactive engagement.

• Other Requirements

• 10+ years of experience in client service, consulting, strategy, or customer success roles.
• Experience in a top-tier management consulting firm is preferred.
• Exposure to enterprise SaaS or technology clients is a plus.
• Prior account management and quota-carrying experience is preferred
• Advanced degree (MBA or equivalent) preferred.

• Prior team and client management experience is a must. Team management experience includes hiring, coaching / mentoring, and building competitive processes and structures

• Location: Pune, Bangalore, USA
• Willingness to travel domestically or internationally as needed.