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 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

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.

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.

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.

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.

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

- 3-5 years of experience in client success, account management, or team leadership—preferably in outsourcing, financial services, or B2B SaaS. Proven success managing CXOs or senior stakeholders.

- Team management experience, preferably with cross-functional or multi-division CSM structures.

- Solid 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, HubSpot 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 :Chennai

📌 Client Success Manager_Enterprise Business Unit (Chennai)
🏢 Befree
📍 Chennai