Client Success Manager
Requirements
Key Responsibilities
1. Team Management
Lead, mentor, and oversee a team of 4-6 Client Relationship Managers handling multiple client portfolios.
Conduct weekly one-on-ones, performance reviews, and KPI assessments of the reporting managers
Develop the team through coaching, feedback, and structured training sessions.
Ensure workload balance, adherence to SOPs, and timely reporting from the team.
2. Client Relationship Oversight
Oversee all client communications handled by the Client Relationship Managers to ensure consistency, professionalism, and alignment with company standards.
Step in for high-priority or escalated client discussions when required.
Review and analyze client health metrics, renewal trends, and overall satisfaction scores.
Proactively identify risks or bottlenecks in client relationships and implement retention strategies.
3. Operations & Performance
Monitor key performance indicators such as retention rate, SLA adherence, escalation turnaround time, and reporting quality.
Collaborate with HR and Operations to design and implement performance frameworks for the client management team.
Ensure all reporting, timesheets, and dashboards (Clockify / Sheets) are accurate and updated regularly.
Create and implement process improvements to enhance service delivery and internal coordination.
4. Departmental Coordination
Work closely with Operations, HR, and Technical teams to ensure smooth execution of cross-departmental processes.
Contribute to the new client onboarding strategy, ensuring Account Managers follow a consistent and client-centric approach.
Act as a bridge between leadership and the Account Management team for communication, planning, and execution.