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Position Overview

We are looking for a proactive and customer-focused Client Success Manager to build long-term relationships with clients, ensure successful service delivery, and maximize client satisfaction and retention. The ideal candidate will act as the primary point of contact after onboarding, helping clients achieve their goals while identifying opportunities for account growth.

Key Responsibilities

• Build and maintain strong relationships with clients throughout their lifecycle.
• Conduct onboarding sessions and ensure a smooth transition from sales to delivery.
• Understand client goals and provide strategic recommendations.
• Schedule and lead regular client check-ins, QBRs, and performance reviews.
• Coordinate internally with recruitment, operations, and delivery teams to ensure client expectations are met.
• Monitor client satisfaction and proactively resolve issues.
• Identify upselling and cross-selling opportunities.
• Track client health scores, renewals, and retention metrics.
• Maintain accurate records in the CRM.
• Prepare reports and communicate project updates to clients.

Requirements

• 2–5 years of experience in Client Success, Account Management, Customer Success, or a similar role.
• Excellent English communication (written and verbal).
• Strong relationship-building and problem-solving skills.
• Experience managing B2B clients, preferably US, UK, or international markets.
• Ability to manage multiple client accounts simultaneously.
• Experience using CRM platforms (HubSpot, Zoho, Salesforce, etc.).
• Strong organizational and time management skills.
• Bachelor’s degree is preferred.

Preferred Qualifications

• Experience in IT services, recruitment, staff augmentation, SaaS, or digital agencies.
• Familiarity with project management tools (ClickUp, Asana, Monday.com, Jira).
• Understanding of customer success KPIs and account growth strategies.

KPIs

• Client Retention Rate
• Customer Satisfaction (CSAT)
• Net Revenue Retention
• Upsell/Cross-sell Revenue
• Renewal Rate
• Client Health Score
• Response & Resolution Time