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 B2 B Saa S.
 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, Hub Spot 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