About the role:

As the Manager Customer Success, you will be responsible for supervising a team of Client
Success Associates (CSA) to ensure timely and accurate completion of all work activities. The CSS
will be responsible for the day-to-day management of a team of Client Success personnel within an
assigned Industry Vertical dealing with inquiries and assisting the Client Success Partner (formerly
Account Management) team. The CSS will be organized with strong leadership capabilities to
supervise, guide and motivate team members to work together and ensure they are delivering
excellent customer service to their clients. Our primary goal is to provide hiring peace of mind by
delivering a simple, smarter background screening and onboarding experience for employers
worldwide, and we'd be honored if you'd join us.

This Is What You’ll Do:
- Supervise a work team of Client Success Associates to achieve company and account revenue retention and growth objectives.
- Provide training for new and existing CSAs.




- Monitor and evaluate daily CSA activities to ensure timely and accurate responses to clients and internal teams.
- Compile and analyze team metrics to ensure consistent performance, track trends and communicate findings and suggestions.
- Handle second-level escalated issues from clients and employees.
- Performance management of employees (assist with performance reviews, PIP’s, etc.)
- Escalate issues to Client Success Leader (CSL) and/or CSP, as appropriate.
- Act as a backup for the team for daily activities, as needed.
- Handle additional projects/tasks as assigned

This Is The Job For You If You Can:
- Commit to delivering excellent customer service to achieve a high level of customer satisfaction and partnership.
- Foster and participate in a team workplace
- Train, supervise, mentor and motivate employees.
- Maintain confidentiality of employee and company information.
- Demonstrate excellent oral and written communication skills and phone etiquette.
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📌 Manager Customer Success (Bengaluru)
🏢 First Advantage
📍 Bengaluru