Client Success Manager

Infinity Business Services LLC; Ahmedabad District; Sur place; INR 900 000 - 1 500 000; Plein temps

Résumé du poste

Infinity Business Services LLC in Ahmedabad is seeking a Client Success Manager to lead a team of 4–6 Client Relationship Managers, ensuring high-quality service across multiple client portfolios.

You will own people leadership and client relationships, monitor retention and SLA metrics, address escalations, and drive process improvements in collaboration with HR, Operations, and technical teams.

Responsabilités

• Lead, mentor, and oversee a team of 4-6 Client Relationship Managers handling multiple client portfolios.
• Review and analyze client health metrics, renewal trends, and overall satisfaction scores.
• 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.
• Contribute to the onboarding strategy and ensure Account Managers follow a consistent, client-centric approach.

Connaissances

Team leadership

Client management

Analytical skills

Outils

Clockify

Sheets

Description du poste

Job Description

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.

Requirements

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 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.