Job Role

A strategic, client-facing role responsible for growing
existing accounts (farming), ensuring delivery success, supporting Statement of
Work creation, and formally closing customer projects with measurable outcomes

Account farming & revenue growth

· Identify and pursue upsell and cross-sell
opportunities within existing accounts to grow revenue

· Conduct regular business reviews to surface
recent needs aligned to client goals

· Maintain a healthy account expansion
pipeline in CRM; track whitespace and expansion signals

· Collaborate with sales and pre-sales teams
to develop account growth strategies

Business reviews & customer engagement

· Plan and facilitate structured business
reviews on agreed cadences — weekly check-ins, monthly service reviews, and
quarterly business reviews (QBRs)

· Lead QBR conversations at senior
stakeholder level, presenting value delivered and aligning on next-quarter
priorities

· Use monthly reviews to track progress
against the customer success plan and surface early warning signs

Project closure & handover

· Lead formal project closure activities
including client sign-off, deliverable acceptance, and lessons learned

· Conduct closure meetings to confirm all SOW
obligations have been met and document outcomes

· Gather end-of-project CSAT/NPS feedback and
share insights with delivery and leadership teams

· Identify next engagement opportunities at
closure — renewals, follow-on projects, or expanded scope

· Ensure smooth transition to BAU support or
managed services post-project

Statement of work
(SOW) support

· Partner with delivery and pre-sales teams
to define scope, deliverables, timelines, and commercials for new SOWs





· Review SOWs with clients to ensure
alignment, manage expectations, and gain sign-off

· Track SOW amendments and change orders;
flag scope creep and commercial risks early

Relationship management

· Serve as primary point of contact for
assigned accounts throughout the lifecycle

· Proactively manage risks and escalations
before they impact delivery or satisfaction

· Onboard new clients and guide them through
initial service adoption

Reporting & governance

· Prepare and present account health reports
for internal stakeholders

· Maintain accurate and up-to-date account
records in CRM at all times

· Collaborate with delivery, operations, and
finance on account governance

· Contribute to team-level reporting on
portfolio health and expansion pipeline

Experience

· 5+ years in customer success, account
management, or IT delivery roles

· Proven track record of growing accounts
through farming in an IT services environment

· Experience facilitating QBRs and senior
business reviews with measurable outcomes

· Hands-on experience writing or co-authoring
Statements of Work

· Experience formally closing IT projects and
managing client acceptance

Skills

· Strong commercial acumen and understanding
of IT services contracts

· Excellent communication, facilitation, and
senior stakeholder management

· Ability to translate technical delivery
into business value for clients

· Proficiency in CRM tools (Salesforce,
HubSpot)

· Organised, structured, and comfortable
managing multiple accounts simultaneously

Key Metrics

· Customer retention rate (Renewal Rate)

· Net Revenue Retention (NRR)

· Customer satisfaction (NPS/CSAT)

· Product/service adoption rates

· QBR Completion rate

📌 Customer Success Manager (Bengaluru)
🏢 Recognized
📍 Bengaluru