Client Success Manager

Infinity Business Services; Ahmedabad District; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Infinity Business Services is seeking a Client Success Manager to lead a team of 4-6 Client Relationship Managers and oversee multiple client portfolios. You will ensure service quality, resolve escalations, and drive KPI achievement across accounts.

The ideal candidate will be proactive, analytical, and adept at balancing people leadership with strong client relationship management. This role offers a challenging, collaborative environment within a growing MSP.

Qualifications

• Bachelor’s degree (Master’s preferred) in Business Administration, Marketing, or related field.
• 3–4 years of experience leading Managers or Client Success teams.
• Strong communication, analytical, and decision-making skills.
• Proficiency in CRM and project management tools (Zoho, Asana, Slack, Google Workspace).

Responsibilities

• Team Management: lead and mentor a team of 4–6 Client Relationship Managers with KPI oversight.
• Client Relationship Oversight: ensure consistent, professional communications across accounts.
• Operations & Performance: monitor KPIs, SLAs, escalations, and reporting accuracy.
• Departmental Coordination: collaborate with Operations and HR to align processes.

Skills

Team leadership

CRM tools

Analytical skills

Communication skills

Decision making

Education

Bachelor's degree

Master's degree preferred

Tools

Zoho CRM

Asana

Slack

Google Workspace

Job description

Established in 2009, Infinity Business Services (IBS) has been providing world-class Virtual Staffing Solutions for over 16 years. We are a company with a strong focus on customer satisfaction. We work in an efficient and cost-effective fashion to provide the highest quality services with absolute accuracy and measuring up to the highest industry standards.

Job Description

Role Overview

The Client Success Manager playsa pivotal leadership role in ensuring clientsatisfaction,operationalexcellence,andteamefficiencywithintheClientManagement department. This position involves managing a team of 4-6Client Relationship Managers, overseeing client portfolios, maintaining servicequality, resolving escalations, and ensuring that performance KPIs are metacross all managed accounts. The ideal candidate is proactive, analytical, andskilled at balancing people leadership with client relationship management.

1. Team Management

• Lead,mentor,andoverseeateamof4-6Client Relationship Managershandlingmultipleclient portfolios.
• Conductweeklyone-on-ones,performancereviews,andKPIassessmentsofthe reportingmanagers
• Developtheteamthroughcoaching,feedback,andstructuredtraining sessions.
• Ensureworkloadbalance,adherencetoSOPs,andtimelyreportingfromthe team.

2. ClientRelationship Oversight

• OverseeallclientcommunicationshandledbytheClientRelationshipManagerstoensureconsistency, professionalism, and alignment with company standards.
• Stepinforhigh-priorityorescalatedclientdiscussionswhen required.
• Proactivelyidentifyrisksorbottlenecksinclientrelationshipsandimplementretention strategies.

3. Operations& Performance

• Monitorkeyperformanceindicatorssuchasretentionrate,SLAadherence,escalation turnaround time, and reporting quality.
• CollaboratewithHRandOperationstodesignandimplementperformanceframeworks for the client management team.
• Ensureallreporting,timesheets,anddashboards(Clockify/Sheets)areaccurateand updated regularly.
• Createandimplementprocessimprovementstoenhanceservicedeliveryandinternal coordination.

4. Departmental Coordination

• WorkcloselywithOperations,HR,andTechnicalteamstoensuresmoothexecutionof cross-departmental processes.
• Contributetothenewclientonboardingstrategy,ensuringAccountManagersfollowa consistent and client-centric approach.
• ActasabridgebetweenleadershipandtheAccountManagementteamforcommunication, planning, and execution

Requirements

Qualifications& Skills

• Bachelor’sdegree(Master’spreferred)inBusinessAdministration,Marketing,orrelated field.
• 3-4yearsofexperienceleadingManagersorClientSuccess teams.
• Strongcommunication,analytical,anddecision-making skills.
• ProficiencyinCRMandprojectmanagementtools(Zoho,Asana,Slack,Google Workspace).