Customer Success Partner Job Description

Bangalore/Hyderabad - Onsite

About Us

Zapcom Group Inc. is a global product engineering and technology services company headquartered in Irving, Texas, USA. Zapcom specializes in designing and developing custom software solutions, focusing on scalable platforms for industries such as Travel, Hospitality, Fintech, Retail, and E-commerce. The company emphasizes AI-driven innovation, cloud computing, and digital transformation to help its partners achieve their business goals. We are seeking a dynamic Customer Success Partner to join our fast-growing team and contribute to delivering exceptional customer experience while driving business growth.

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Job Role

A strategic, client-facing role responsible for growing existing accounts (farming), ensuring delivery success, supporting Statement of Work 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 grow revenue
- 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 new SOWs
- Review SOWs with clients to ensure alignment, manage expectations, and gain sign-off
- Track SOW amendments and change orders; flag scope creep and commercial risks early

Relationship management

- Serve as primary point of contact for assigned accounts throughout the lifecycle
- Proactively manage risks and escalations before they impact delivery or satisfaction
- Onboard current clients and guide them through initial service adoption

Reporting & governance

- Prepare and present account health reports for internal stakeholders
- Maintain accurate and up-to-date account records in CRM at all times
- Collaborate with delivery, operations, and finance on account governance
- Contribute to team-level reporting on portfolio health and expansion pipeline

Experience

- 5+ years in customer success, account management, or IT delivery roles
- Proven track record of growing accounts through farming in an IT services environment
- Experience facilitating QBRs and senior business reviews with measurable outcomes
- Hands-on experience writing or co-authoring Statements of Work
- Experience formally closing IT projects and managing client acceptance

Skills

- Strong commercial acumen and understanding of IT services contracts
- Excellent communication, facilitation, and senior stakeholder management
- Ability to translate technical delivery into business value for clients
- Proficiency in CRM tools (Salesforce, HubSpot)
- Organised, structured, and comfortable managing multiple accounts simultaneously

Key Metrics

- Customer retention rate (Renewal Rate)
- Net Revenue Retention (NRR)
- Customer satisfaction (NPS/CSAT)
- Product/service adoption rates
- QBR Completion rateRole & responsibilities

Preferred candidate profile

📌 Customer Success Manager (Hyderabad)
🏢 ZapCom
📍 Hyderabad