Client Success Manager/Lead (CSM)

Open 55d

Role Purpose

The Client Success Manager leads the Client Success team at Alite Projects. This role ensures every agency partner receives consistent, high-quality service across web, software, and marketing streams. The CSM drives account growth, manages escalations, mentors CSEs, and works closely with leadership to improve delivery standards and client satisfaction.

Key Responsibilities

Leadership & Team Management

Lead and mentor Tech/Web CSEs and Marketing CSEs.
Set KPIs and review performance of all CSEs.
Run weekly internal check-ins with CSEs to align on priorities.
Standardise processes, documentation, and reporting across all accounts.

Client Success & Escalation Handling

Be the escalation point for high-value clients and agency partners.
Handle sensitive or critical client conversations directly.
Support CSEs in resolving delivery delays, scope issues, or billing disputes.
Conduct quarterly business reviews with top clients.

Growth & Account Expansion

Identify upsell and cross-sell opportunities across accounts.
Work with Sales/BD to convert opportunities into contracts.
Ensure new services and offerings are introduced to existing clients.
Track account health and prevent churn.

Coordination with Leadership

Align with CTO/VP Tech on estimates, delivery approvals, and tech escalations.
Align with VP Marketing on campaign performance and strategy improvements.
Report directly to the CEO with weekly account health dashboards.
Provide feedback to improve processes, pricing, and service quality.

Reporting & Systems

Ensure Zoho CRM and Zoho Projects are used correctly by all CSEs.
Deliver consolidated weekly and monthly client success reports.
Recommend and implement automation for client communication, reporting, and feedback.

Billing & Financial Oversight

Review client billing prepared by CSEs for accuracy.
Ensure hours, retainers, and project fees are correctly tracked in Zoho Books/CRM.
Work with the Finance team to issue invoices on time.
Monitor payments and follow up with clients on overdue accounts.
Report revenue, collections, and billing discrepancies to the CEO.

Requirements

Required Skills

Strong experience in client success, account management, or delivery management.
Exposure to both tech/web projects and digital marketing campaigns.
Excellent leadership and mentoring skills.
Strong commercial sense—able to balance client satisfaction with profitability.
Familiarity with Zoho or other CRM/PM tools.
Confident communicator, both written and spoken, with international clients.

Personality Fit

Calm under pressure, handles escalations with maturity.
Strategic thinker who balances detail with the bigger picture.
Empathetic leader who coaches CSEs to grow.
Commercial mindset with focus on revenue growth and retention.

KPIs

Client retention rate and reduction in churn.
Revenue growth from upsells and cross-sells.
Delivery satisfaction scores from clients.
Performance and growth of the CSE team.
Accuracy and timeliness of reporting to leadership.

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