Role Overview

The Client Success Manager plays
a pivotal leadership role in ensuring client satisfaction, operational excellence, and team efficiency within the Client Management department. This position involves managing a team of 4-6
Client Relationship Managers, overseeing client portfolios, maintaining service
quality, resolving escalations, and ensuring that performance KPIs are met
across all managed accounts. The ideal candidate is proactive, analytical, and
skilled at balancing people leadership with client relationship management.

Key Responsibilities

1. Team Management

· Lead, mentor, and oversee a team of 4-6
Client Relationship 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 Client
Relationship 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 t

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