Job Title: Customer Success Manager
Job Role:
We are looking for an experienced Customer Success Manager to manage client relationships, drive account growth, ensure delivery success, support Statement of Work (SOW) creation, and formally close customer projects with measurable outcomes.
A strategic, client-facing role responsible for growing existing accounts (account farming), ensuring delivery success, supporting Statement of Work (SOW) creation, and formally closing customer projects with measurable outcomes.
Account Farming & Revenue Growth:
• Identify and pursue upsell and cross-sell opportunities within existing accounts to drive revenue growth.
• Conduct regular business reviews to surface new needs aligned to client goals.
• Maintain a healthy account expansion pipeline in CRM; track whitespace and expansion signals.
• Collaborate with Sales and Pre-Sales teams to develop account growth strategies.
Business Reviews & Customer Engagement:
• Plan and facilitate structured business reviews on agreed cadences — weekly check-ins, monthly service reviews,



and Quarterly Business Reviews (QBRs).
• Lead QBR conversations at senior stakeholder level, presenting value delivered and aligning on next-quarter priorities.
• Use monthly reviews to track progress against the customer success plan and surface early warning signs.
Project Closure & Handover:
• Lead formal project closure activities including client sign-off, deliverable acceptance, and lessons learned.
• Conduct closure meetings to confirm all SOW obligations have been met and document outcomes.
• Gather end-of-project CSAT/NPS feedback and share insights with Delivery and Leadership teams.
• Identify next engagement opportunities at closure — renewals, follow-on projects, or expanded scope.
• Ensure smooth transition to BAU support or Managed Services post-project.
Statement of Work (SOW) Support:
• Partner with Delivery and Pre-Sales teams to define scope, deliverables, timelines, and commercials for recent SO

📌 Customer Success Manager (Bengaluru)
🏢 ZapCom Group
📍 Bengaluru