Job Title: Customer Success Manager
Experience: 8–12 Years
Level: Manager/Sr Manager
Location: Work from Home
Office Timing: 16:00 to 01:00 hrs IST (Monday to Friday)
Role Objective
To drive client satisfaction, retention, and revenue growth by ensuring seamless service delivery,
proactively managing client relationships, and identifying opportunities for up-sell and cross-sell
across multiple outsourcing service lines.
Key Responsibilities
• Own end-to-end client relationship management, ensuring high satisfaction, retention, and
alignment with client expectations across all service lines.
• Act as the primary interface for clients, conducting regular governance calls, sharing updates,
and proactively addressing concerns or risks.
• Collaborate with Operations Managers to ensure timely and effective delivery, tracking SLAs
and ensuring commitments are consistently met.
• Partner with Quality Assurance Leads to review quality metrics, incorporate client feedback,
and drive continuous service improvement.




• Identify and drive revenue growth opportunities through up-selling and cross-selling of
additional services aligned to client needs.
Core Skills & Expertise (Must Have)
• Solid client relationship management and stakeholder engagement skills in B2B or
outsourcing environments.
• Proven ability to manage service delivery governance, including SLAs, escalations, and client
communication.
• Commercial acumen with experience in identifying and driving up-sell/cross-sell
opportunities.
Additional Skills & Expertise (Good to Have)
• Experience working across multiple service lines (Finance, HR, Technology, Marketing) in a
cross-functional setup.
• Familiarity with CRM and customer success tools (e.g., Zoho CRM, Salesforce).
• Exposure to quality frameworks, client feedback systems, and continuous improvement
practices.
• Demonstrated ability to integrate AI into relevant processes.
Qualifications
• Bachelor’s degree in Business, Commerce, Management, or a related field

📌 Customer Success Manager (India)
🏢 Consultbae India
📍 India