Established in 2009, Infinity Business Services (IBS) has been providing world-class Virtual Staffing Solutions for over 16 years. We are a company with a solid focus on customer satisfaction. We work in an efficient and cost-effective fashion to provide the highest quality services with absolute accuracy and measuring up to the highest industry standards.
Job Description
This is a remote position.
About the Role:
The Senior Client Success Manager (Sr. CSM) plays a pivotal leadership role in ensuring client satisfaction, operational excellence, and team efficiency within the Client Management department. This position involves managing a team of 3–4 Client Success Managers, overseeing client portfolios, maintaining service quality, resolving escalations, and ensuring that performance KPIs are met across all managed accounts. The ideal candidate is proactive, analytical,
and skilled at balancing people leadership with client relationship management.
Key Responsibilities
1. Team Management
- Lead, mentor, and oversee a team of 3–4 Account Managers handling multiple client portfolios.
- Conduct weekly one-on-ones, performance reviews, and KPI assessments of the reporting managers
- Develop the team through coaching, feedback, and structured training sessions.
- Ensure workload balance, adherence to SOPs, and timely reporting from the team.
2. Client Relationship Oversight
- Oversee all client communications handled by the Account Managers to ensure consistency, professionalism, and alignment with company standards.
- Step in for high-priority or escalated client discussions when required.
- Review and analyze client health metrics, renewal trends, and overall satisfaction scores.
- Proactively identify risks or bottlenecks in client relationships and implement retention strategies.
3. Operations & Performance
- Monitor key performance
📌 Sr. Client Success Manager (India)
🏢 Infinity Business Solutions
📍 India
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