Job Title: Senior Client Success Manager

Department: Client ManagementLocation: In office Work (Night Shift ) Experience Required: 3-4 years in a Team Lead / Senior Account Management role

Role Overview

Key Responsibilities1. 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 indicators such as retention rate, SLA adherence, escalation turnaround time, and reporting quality.
- Collaborate with HR and Operations to design and implement performance frameworks for the client management team.
- Ensure all reporting, timesheets, and dashboards (Clockify / Sheets) are accurate and updated regularly.
- Create and implement process improvements to enhance service delivery and internal coordination.

4. Departmental Coordination
- Work closely with Operations, HR, and Technical teams to ensure smooth execution of cross-departmental processes.
- Contribute to the new client onboarding strategy, ensuring Account Managers follow a consistent and client-centric approach.
- Act as a bridge between leadership and the Account Management team for communication, planning, and execution.

Qualifications & Skills
- Bachelor’s degree (Master’s preferred) in Business Adminis

📌 Senior Client Success Manager (Ahmedabad)
🏢 Infinity Business Services
📍 Ahmedabad