About Smart Working Smart Working is a UK-based IT staffing and recruitment company with offshore operations in India We place highly skilled developers on long-term client projects in the UK ensuring seamless client-developer relationships and project success As we scale to manage multiple client teams per month we are strengthening our Customer Success CS team with leadership talent that can manage enterprise clients and support account growth Role Overview The Assistant Customer Success Manager CSM will play a key role in managing large and strategic client accounts acting as a trusted partner to clients and ensuring delivery excellence This role will focus on client-facing responsibilities account growth escalations and strategic reporting while day-to-day SW engagement remains with the CS Executives The Assistant CSM will directly support the Head of CS and take ownership of Tier 1 and Tier 2 accounts Key Responsibilities Client Account Management Act as the primary point of contact for assigned key client accounts Build and maintain robust client relationships ensuring consistent communication and delivery alignment Conduct structured monthly quarterly review calls with clients to present performance gather feedback and propose improvements Identify and drive account growth opportunities additional headcount recent roles extended contracts Manage escalations swiftly ensuring minimal disruption to clients Strategic Reporting Insights Review developer performance data provided by CS Executives and translate into client-facing insights Own the preparation of Quarterly Business Review QBR decks for enterprise clients Track account health metrics NRR Client Health Score NPS and highlight risks opportunities to the Head of CS Process Team Enablement Support the Head of CS in designing and implementing account management frameworks Mentor CS Executives on client-facing best practices without overlapping in SW engagement Collaborate with operations to ensure smooth backend reporting and SLA compliance Qualifications Experience 5 years of experience in Customer Success IT staffing SaaS or IT services Solid experience in handling large accounts multi-team enterprise clients Excellent client communication relationship-building skills written verbal Proven ability to manage escalations growth conversations and business reviews Proficiency in CRM and reporting tools Zoho HubSpot Notion Google Sheets Skills Competencies Strategic Client Ownership - Ability to handle high-value high-complexity client accounts independently Executive Presence - Confidence to lead client review calls and represent Smart Working at senior levels Analytical Thinking - Translate developer performance engagement data into actionable client insights Growth Mindset - Skilled in spotting upsell cross-sell opportunities Team Collaboration - Works with Head of CS CS Executives to ensure holistic account coverage Benefits Fixed Shifts 12 00 PM - 9 30 PM IST Summer u007C 1 00 PM - 10 30 PM IST Winter No Weekend Work Real work-life balance not just words Day 1 Benefits Laptop and full medical insurance provided Support That Matters Mentorship community and forums where ideas are shared True Belonging A long-term home where your contributions are valued At Smart Working you ll never be just another remote hire Be a Smart Worker valued empowered and part of a culture that celebrates integrity excellence and ambition If that sounds like your kind of place we d love to hear your story We may use artificial intelligence AI tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses These tools assist our recruitment team but do not replace human judgment Final hiring decisions are ultimately made by humans If you would like more information about how your data is processed please contact us

📌 Assistant Customer Success Manager (csm) (remote, Full-time) [sc01]
🏢 Smart Working Solutions
📍 India