Client Success Manager – Finance Shared Services Location: Mumbai Level: General Manager Experience: 10–15 Years CTC: Up to ₹50 LPAEmployment Type: Full time Reporting To: Senior Leadership – Service Delivery / Finance Shared Services Role Overview We are looking for an experienced Client Success Manager to serve as the key interface between our Finance Shared Services organization and client finance leadership. Positioned at the General Manager level, this role will be responsible for ensuring exceptional client experience and service delivery across Finance &

- Accounting operations. The incumbent will act as an embedded finance partner, working closely with senior client stakeholders to ensure delivery consistently meets or exceeds agreed SLAs, KPIs, and business expectations. The ideal candidate will combine strong Finance &
- Accounting operations expertise, client relationship management, commercial acumen, and service delivery leadership. Key Responsibilities1.

Client

Success &

- Relationship Management Act as the single point of accountability for client success across Finance Shared Services engagements. Build and maintain trusted relationships with senior stakeholders including CFOs, Finance Controllers, Shared Services Heads, and Business Leaders. Understand client business priorities and translate them into effective service delivery strategies. Serve as the primary organizational representative at the client site, ensuring a high level of professionalism and stakeholder engagement.2. Finance &
- Accounting Service Delivery Own end-to-end Finance &
- Accounting service delivery across multiple process towers and Centers of Excellence.

Oversee processes including: P2 P – Procure to Pay O2 C – Order to Cash R2 R – Record to Report Taxation Ensure delivery performance is aligned with contractual commitments, client expectations, and operational standards.



Partner with internal delivery teams to address performance gaps and drive continuous improvement.3. SLA, KPI &

- Governance Management Define, monitor, and improve SLAs, KPIs, operational metrics, and customer satisfaction scores. Establish robust governance mechanisms to monitor service performance. Conduct performance reviews and develop corrective and preventive action plans where required. Drive data-led conversations with clients around service performance and improvement opportunities.4.

Business

Reviews &

- Executive Governance Lead and facilitate Weekly, Monthly, Quarterly, and Annual Business Reviews with client leadership. Prepare executive-level dashboards, reports, presentations, and performance insights. Ensure alignment between client expectations, business priorities, and service delivery objectives. Provide proactive updates on key risks, opportunities, performance trends, and improvement initiatives.5. Escalation &
- Issue Resolution Own the end-to-end escalation management process. Ensure client concerns and operational issues are addressed promptly and effectively. Coordinate with relevant internal teams to identify root causes and implement sustainable solutions. Maintain strong stakeholder confidence during critical service situations.6.

Business

Growth &

- Commercial Development Identify opportunities to expand the scope of Finance Shared Services engagements. Understand client requirements and identify opportunities for additional services, process transformation,



and value creation. Partner with commercial and delivery teams to develop solutions that enhance client value and support business growth.7.

Continuous

Improvement &

- Transformation Identify opportunities to improve process efficiency, service quality, automation, and customer experience. Drive continuous improvement initiatives across Finance &
- Accounting operations. Leverage operational insights and client feedback to enhance the overall service delivery model.

Candidate Profile The ideal candidate should have:10–15 years of overall experience in Finance &

- Accounting operations, Finance Shared Services, Global Business Services, BPO/KPO, or related environments. Strong experience in client-facing service delivery / client success management. Demonstrated experience managing senior stakeholders including CFOs, Controllers, Finance Heads, or Shared Services leaders. Strong understanding of Finance &
- Accounting processes including P2 P, O2 C, R2 R, and Taxation. Proven expertise in SLA/KPI governance and service performance management.

Experience working with ERP platforms and finance technology ecosystems. Strong business and commercial acumen with the ability to identify opportunities for account growth. Excellent communication, presentation, negotiation, and stakeholder management skills.

Experience managing escalations and complex client situations with maturity and discretion.

Success Measures The successful incumbent will be measured on: Client satisfaction and relationship health SLA and KPI achievement Service delivery quality and consistency Escalation resolution and turnaround time Client retention Process improvement and operational efficiency Expansion of service scope and account growth Quality of executive governance and business reviewsparth.mitra@

📌 Customer Success Manager (Mysuru)
🏢 Unison International Consulting
📍 Mysuru