Senior Client Success Manager

This is a fully remote position, open to applicants in India.

📋 Description

• Lead, mentor, and supervise a group of 3–4 Account Managers responsible for managing various client portfolios.

• Conduct weekly one-on-one meetings, performance evaluations, and KPI assessments for the reporting managers.

• Enhance the team's capabilities through coaching, feedback, and organized training sessions.

• Ensure equitable workload distribution, adherence to SOPs, and prompt reporting from the team.

• Oversee all client communications conducted by the Account Managers to maintain consistency, professionalism, and alignment with company standards.

• Step in for urgent or escalated client discussions as needed.

• Review and assess client health metrics, renewal patterns, and overall satisfaction scores.

• Proactively identify risks or bottlenecks in client relationships and implement strategies for retention.

• Monitor key performance indicators including retention rate, SLA compliance, escalation response time, and reporting quality.

• Collaborate with HR and Operations to develop and implement performance frameworks for the client management team.

• Ensure that all reporting, timesheets, and dashboards (Clockify / Sheets) are accurate and regularly updated.

• Create and implement process enhancements to improve service delivery and internal coordination.

• Work closely with Operations, HR, and Technical teams to guarantee the smooth execution of cross-departmental processes.

• Contribute to the strategy for new client onboarding, ensuring Account Managers adopt a consistent and client-focused approach.

• Act as a liaison between leadership and the Account Management team for effective communication, planning, and execution.

⛳️ Requirements

• Bachelor’s degree (Master’s preferred) in Business Administration, Marketing, or a related field.

• 3–4 years of experience in leading Account Managers or Client Success teams.

• Strong abilities in communication, analysis, and decision-making.

• Proficiency in CRM and project management tools (Zoho, Asana, Slack, Google Workspace).

• Capability to manage multiple priorities and delegate tasks effectively.

• High emotional intelligence and adeptness in people management.

🏝️ Benefits

• Work from Home.

• Night Shift - 07:30 PM to 04:30 AM (Monday to Friday) & 03:00 PM to 12:00 AM on Alternate Saturdays (1st, 3rd, 5th - Working 2nd, 4th Off).