Position: Customer Success Manager

Location: Mumbai

Experience: 8+ Years

Employment Type: Full-Time

Job Summary

We are seeking an experienced and customer-focused Customer Success Manager with 8+ years of experience in client relationship management, customer success, project delivery, and stakeholder engagement. The ideal candidate must possess PMP (Project Management Professional) certification and have a proven track record of managing enterprise customers, ensuring successful project execution, and driving customer satisfaction and long-term business relationships.

The role requires exceptional communication, customer management, and cross-functional coordination skills to ensure seamless service delivery and customer success.

Key Responsibilities

- Serve as the primary point of contact for strategic enterprise customers.
- Build and maintain strong relationships with CXOs, senior stakeholders, and key customer contacts.
- Drive customer onboarding, adoption, retention, and overall customer satisfaction.
- Lead customer engagement throughout the project and service lifecycle.
- Ensure successful delivery of projects within scope, timelines, quality standards, and budget.
- Conduct regular governance meetings, Quarterly Business Reviews (QBRs), and executive reviews with customers.
- Identify customer needs and collaborate with internal teams to deliver effective solutions.
- Manage customer escalations and ensure timely resolution of issues.
- Monitor project health, service performance, SLAs, KPIs, and customer satisfaction metrics.
- Coordinate with Delivery, Presales, Operations, Technical Support, Finance,



and Sales teams to ensure seamless execution.
- Track project risks, dependencies, and mitigation plans.
- Identify opportunities for account growth, renewals, and upselling while maintaining a customer-first approach.
- Prepare project status reports, dashboards, and management presentations.
- Ensure compliance with project governance methodologies and best practices.

Required Skills

- Strong customer relationship and stakeholder management skills.
- Excellent client-facing, presentation, and communication abilities.
- Experience managing enterprise customers and large strategic accounts.
- Robust project management and delivery management experience.
- Ability to manage multiple customers and projects simultaneously.
- Experience in handling customer escalations and conflict resolution.
- Strong analytical, planning, and organizational skills.
- Excellent negotiation and influencing capabilities.
- Ability to work in a rapid-paced and collaborative environment.

Technical & Professional Requirements

- PMP (Project Management Professional) Certification Mandatory
- Strong understanding of Project Management methodologies (Waterfall/Agile/Hybrid).
- Experience working with IT Infrastructure, Managed Services, Cloud, Network, Security,



or Digital Transformation projects is preferred.
- Knowledge of SLA management, project governance, risk management, and change management.
- Proficiency in MS Project, Jira, Confluence, Microsoft Office Suite, and project reporting tools.

Educational Qualification

- Bachelor's degree in Engineering, Information Technology, Computer Science, Business Administration, or a related field.
- MBA is preferred.
- PMP Certification is mandatory.

Preferred Experience

- 8+ years of experience in Customer Success, Client Relationship Management, Project Management, Account Management, or Service Delivery.
- Experience working with System Integrators (SI), Managed Service Providers (MSP), IT Services, or Technology organizations.
- Proven experience managing enterprise customers and delivering complex IT projects.
- Strong exposure to customer governance, service delivery, and executive stakeholder management.

Key Competencies

- Customer Success Management
- Client Relationship Management
- Project Management
- Stakeholder Management
- Customer Retention
- Service Delivery
- Account Management
- Risk & Issue Management
- Executive Communication
- Strategic Planning
- Team Collaboration
- Problem Solving
- Decision Making
- Leadership
- Negotiation & Conflict Resolution

This role is ideal for a customer-centric professional who combines strong project management expertise with exceptional client-facing and stakeholder management skills, ensuring successful customer outcomes while fostering long-term strategic relationships.

📌 Urgent opening For Customer Success Manager (PMP certified) (Mumbai)
🏢 Syndrome NewEdge
📍 Mumbai