The Customer Success Manager will act as the business owner for existing client accounts, driving revenue growth, strengthening relationships, and ensuring long-term client retention. This role goes beyond support — it focuses on maximizing account value through upselling, cross-selling, and strategic engagement.
Key Responsibilities
Account Growth & Revenue Ownership
Drive upsell and cross-sell opportunities within existing accounts
Increase wallet share by expanding into new teams/departments within client organizations
Identify recent revenue opportunities aligned with client needs
Generate referrals and build strong client advocacy
Client Relationship Management
Act as the primary point of contact for key accounts
Build strong relationships with stakeholders and decision-makers
Handle client escalations and ensure high satisfaction levels
Conduct regular business reviews (QBRs) to align on goals and performance
Delivery Coordination
Work closely with internal delivery teams to ensure seamless execution
Manage client expectations and ensure alignment with agreed scope
Act as a bridge between business and technical teams
Billing & Collections
Oversee invoicing and ensure accuracy as per contracts
Drive timely collections and minimize payment delays (DSO control)
Handle billing discussions and resolve disputes effectively
Candidate Requirements
2–5 years of experience in Customer Success / Account Management / IT Services Sales
Strong experience in upselling, cross-selling, and account growth
Excellent communication and stakeholder management skills
Experience working with global clients / B2B environments
Exposure to billing, invoicing, or collections is a plus
Willingness to travel for client meetings (if required)