Customer Success Manager

EB1A Experts; Hyderabad; On-site; INR 1,400,000 - 2,200,000; Full time

Job summary

EB1A Experts, LLC is seeking an experienced Customer Success Manager for a night-shift role in Hyderabad. You will own end-to-end client relationships, actively manage expectations, and collaborate with SMEs and internal teams to ensure commitments are delivered and client satisfaction remains high.

The role emphasizes proactive communication, risk management, and ongoing process improvements to enhance client outcomes and advocacy across an international portfolio.

Qualifications

• 8+ years of experience in Customer Success, Account Management, or related client-facing roles.
• Proven ability to manage multiple client accounts and stakeholders simultaneously.
• Excellent verbal and written communication skills.
• Strong relationship-building and stakeholder-management capabilities.
• Proven ability to independently manage escalations and challenging client situations.
• Strong ownership mindset with exceptional follow-through and accountability.
• Excellent organizational skills with the ability to manage competing priorities and deadlines.
• Strong analytical and problem-solving abilities.
• Comfortable working in a fast-paced, high-accountability environment.
• Proficiency with CRM, project management, communication, and productivity tools.

Responsibilities

• Own end-to-end relationship with assigned clients throughout engagement lifecycle.
• Build trusted, long-term client relationships through proactive communication.
• Understand client objectives and priorities to ensure satisfaction and alignment.
• Monitor engagement and proactively identify risks to client satisfaction.

Skills

Client relationships

Stakeholder management

Communication

Account management

Problem solving

Time management

Ownership mindset

CRM proficiency

Tools

CRM software

Project management tools

Productivity tools

Job description

Function: Customer Success / Client Services

Experience: 8+ Years

Employment Type: Full-Time

Shift: 10:30 PM – 7:30 AM IST (Night Shift)

About EB1A Experts

At EB1A Experts, we are committed to delivering a high-touch, client-centric experience

throughout our clients' professional journey. Our Customer Success team plays a critical role in

ensuring that every client receives proactive guidance, clear communication, timely support, and

a seamless experience across the engagement lifecycle.

We are looking for an experienced Customer Success Manager who can take complete

ownership of client relationships and drive exceptional client outcomes.

The Opportunity

As a Customer Success Manager, you will be the trusted point of contact for a portfolio of

clients, responsible for building strong relationships, understanding client needs, proactively

managing risks, and ensuring a consistently high standard of service.

This is a high-ownership role suited for someone who combines strategic client management

with strong operational execution. You will work closely with clients, SMEs, internal teams,

and leadership to ensure commitments are delivered effectively and client expectations are

consistently exceeded.

Key Responsibilities

Client Success & Relationship Management

• Own the end-to-end relationship with assigned clients throughout their engagement lifecycle.
• Build strong, trusted, and long-term client relationships through proactive communication and engagement.
• Understand client objectives, expectations, concerns, and priorities to ensure a
• Monitor client engagement and proactively identify potential risks to satisfaction or

Client Communication & Engagement

• Lead regular client calls and provide clear, timely, and structured progress updates.
• Set and manage expectations effectively across timelines, deliverables, dependencies, and next steps.
• Maintain accurate meeting documentation, action items, and follow-ups.
• Ensure clients receive timely responses and consistent communication throughout their
• Take ownership of client concerns and escalations from identification through resolution.
• Collaborate with SMEs, internal teams, and leadership to resolve issues efficiently.
• Handle challenging client conversations with professionalism, empathy, and a solution-oriented approach.
• Proactively identify recurring issues and recommend improvements to prevent future escalations.

Cross-Functional Collaboration

• Partner with internal teams to ensure client deliverables and commitments are completed within agreed timelines.
• Drive accountability on client and internal action items through structured follow-ups.
• Maintain visibility across client requirements, dependencies, and potential delivery risks.
• Contribute to improving internal processes that directly impact client experience.

Client Growth & Advocacy

• Identify opportunities to strengthen client engagement and create additional value.
• Encourage satisfied clients to become advocates through qualified referrals and references.
• Partner with relevant teams to support appropriate service expansion opportunities.

Operational Excellence

• Maintain accurate and up-to-date client trackers, records, meeting notes, and status updates.
• Follow established processes and quality standards consistently.
• Demonstrate strong attention to detail, time management, and follow-through.
• Contribute to team initiatives, knowledge sharing, and continuous improvement.

What We're Looking For

Must-Have

• 8+ years of experience in Customer Success, Account Management, Client Success, Relationship Management, or a similar client-facing function.
• Strong experience managing multiple client accounts and stakeholders simultaneously.
• Excellent verbal and written communication skills.
• Strong relationship-building and stakeholder-management capabilities.
• Proven ability to independently manage escalations and challenging client situations.
• Strong ownership mindset with exceptional follow-through and accountability.
• Excellent organizational skills with the ability to manage competing priorities and deadlines.
• Strong analytical and problem-solving abilities.
• Comfortable working in a fast-paced, high-accountability environment.
• Proficiency with CRM, project management, communication, and productivity tools.

Good to Have

• Experience in immigration, legal services, professional services, consulting, or other high-touch client-service environments.
• Experience working with international clients B2C or geographically distributed teams.
• Exposure to process improvement, customer experience, or account-growth initiatives.

The Ideal Candidate

You are someone who:

• Takes ownership rather than waiting to be told what to do.
• Thinks proactively and identifies client risks before they
• Communicates with clarity and confidence, especially in challenging situations.
• Builds trust and maintains strong professional relationships.
• Follows through on commitments and holds stakeholders accountable.
• Balances client experience with business priorities.
• Thrives in a fast-paced environment where priorities can change and accountability matters.
• Continuously looks for ways to improve the client experience and internal processes.

How Success Will Be Measured

Success in this role will be reflected through:

• Strong client retention and relationship health.
• High levels of client satisfaction and engagement.
• Effective and timely resolution of client concerns and escalations.
• Consistent delivery against client commitments and timelines.
• Strong process adherence and documentation discipline.
• Contribution to client advocacy, referrals, and business growth.
• Positive contribution to team collaboration and overall performance.

These expectations align with the organization's CSM scorecard, which focuses on customer retention, revenue/referrals, customer experience, team contribution, and process adherence.

Why Join EB1A Experts?

This is an opportunity to take on a high-impact client leadership role where your ability to

build relationships, solve problems, drive accountability, and create exceptional client

experiences will directly contribute to both client success and organizational growth.

If you are an experienced Customer Success professional who enjoys owning relationships,

solving complex client challenges, and making a measurable impact, we'd love to hear