We are looking for a proactive and customer-focused Client Success & Implementation Manager to manage client relationships, oversee successful implementation of products/services, and ensure long-term client satisfaction and retention.

The ideal candidate will act as a bridge between clients and internal teams, understand client requirements, coordinate implementation activities, resolve issues, and ensure clients achieve maximum value from the company's solutions.

Key ResponsibilitiesClient Success

- Build and maintain solid, long-term relationships with clients.
- Understand client requirements, business objectives, and expectations.
- Act as the primary point of contact for assigned clients.
- Conduct regular client meetings, reviews, and follow-ups.
- Monitor client satisfaction, engagement, and overall experience.
- Identify opportunities for account growth, renewals, and upselling.
- Proactively address client concerns and ensure timely resolution.

Implementation & Onboarding
- Lead the end-to-end client onboarding and implementation process.
- Understand project requirements and translate them into actionable implementation plans.
- Coordinate with internal teams such as Sales, Product, Technology, Operations, and Support.
- Define project timelines, milestones, deliverables, and responsibilities.
- Ensure smooth product/service configuration, integration, testing, and deployment.
- Conduct product demonstrations, training, and onboarding sessions for clients.
- Track implementation progress and ensure projects are delivered within agreed timelines.





Project & Issue Management
- Monitor project status and identify potential risks or delays.
- Coordinate with relevant teams to resolve technical, operational, or service-related issues.
- Maintain proper documentation of client requirements, implementation plans, and project updates.
- Escalate critical issues to senior management when required.
- Ensure timely communication with clients throughout the implementation lifecycle.

Reporting & Analysis
- Prepare regular reports on client onboarding, implementation progress, and account health.
- Track key client success metrics such as adoption, retention, satisfaction, and renewal.
- Gather client feedback and share insights with Product and Management teams.
- Identify recurring issues and recommend process improvements.

Required Skills & Qualifications
- Bachelor's degree in Business Administration, Management, IT, or a related field.
- 3–6 years of experience in Client Success, Customer Success, Account Management, Implementation, Project Management, or a similar role.
- Strong client-facing and relationship management skills.
- Excellent communication and presentation abilities.




- Good project coordination and problem-solving skills.
- Ability to manage multiple clients and projects simultaneously.
- Strong understanding of client onboarding and implementation processes.
- Proficiency in MS Office/Google Workspace and CRM/project management tools.
- Ability to work collaboratively with cross-functional teams.
- Strong organizational skills and attention to detail.

Preferred Skills
- Experience with SaaS/product implementation or technology-driven services.
- Familiarity with CRM and customer success platforms.
- Experience in handling enterprise or B2B clients.
- Knowledge of project management methodologies.
- Strong analytical and reporting skills.

Key Competencies
- Client Relationship Management
- Communication & Presentation
- Project Management
- Problem Solving
- Stakeholder Management
- Negotiation & Conflict Resolution
- Time Management
- Customer-Centric Approach
- Cross-Functional Collaboration
- Business & Product Understanding

Key Performance Indicators (KPIs)
- Client onboarding and implementation completion rate
- Implementation turnaround time
- Client satisfaction and feedback scores
- Client retention and renewal rate
- Product/service adoption
- Issue resolution turnaround time
- Client engagement and account health
- Upselling and expansion opportunities
- Successful completion of implementation milestones

Pay: ₹30,000.00 - ₹60,000.00 per year

Benefits

- Paid sick time
- Paid time off
- Provident Fund

Work Location: In person

📌 Client Success Manager (Kolkata)
🏢 Think surf Media
📍 Kolkata