Customer Success Manager

Pinnacle Group; Bengaluru; On-site; INR 2,500,000 - 4,500,000; Full time

Job summary

Pinnacle Group is seeking a Customer Success Manager to own the health, delivery and growth of Global SI accounts in Bengaluru. You will ensure won accounts renew and expand by maintaining strong relationships and delivering value.

The role requires 5–8 years in account management or related fields in staffing or IT services, a proven track record of growing accounts, and comfort working with senior TA leads and executives.

Qualifications

• 5–8 years in account management / client success / delivery management in staffing or IT services.
• Proven ability to grow accounts (ECNB).
• Strong grasp of delivery metrics — submission ratios, offer-to-join, TAT.
• Comfortable with senior stakeholders and day-to-day TA leads.
• Understanding of contract staffing commercial models (mark-up, margins, SLAs).

Responsibilities

• Own a portfolio of active SI accounts post-signing.
• Drive delivery: submissions, interview-to-offer velocity, SLA adherence.
• Run MBRs and QBRs; track account health and NPS.
• Drive ECNB (Existing Client, New Business) expand scope within accounts.
• Multi-thread relationships: TA Head, Hiring Managers, HRBP, Finance.
• Own escalations end-to-end; ensure zero unplanned churn.

Skills

Account management

Client success

Delivery management

Relationship management

Delivery metrics

Job description

Customer Success Manager (CSM), Global SI

Experience: 5 to 8 years | Location: Bengaluru

About the role Own the health, delivery, and growth of active Global SI accounts. Where the BDM hunts new logos, the CSM ensures every won account delivers, renews, and expands. This is a relationship-and-delivery role.

Key responsibilities

• Own a portfolio of active SI accounts post-signing
• Drive delivery: submissions, interview-to-offer velocity, SLA adherence
• Run MBRs and QBRs; track account health and NPS
• Drive ECNB (Existing Client, New Business) expand scope within accounts
• Multi-thread relationships: TA Head, Hiring Managers, HRBP, Finance
• Own escalations end-to-end; ensure zero unplanned churn

Must-have

• 5–8 years in account management / client success / delivery management in staffing or IT services
• Demonstrated ability to grow accounts (ECNB), not just maintain
• Strong grasp of delivery metrics — submission ratios, offer-to-join, TAT
• Comfortable with senior stakeholders and day-to-day TA leads
• Understanding of contract staffing commercial models (mark-up, margins, SLAs)