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