Customer Success Manager

SourcingXPress; Udaipur District; On-site; INR 3,000,000 - 6,000,000; Full time

Job summary

Kadel Labs, a leading IT services company, seeks a Senior Manager - Customer Success and Growth in India to build enterprise relationships and drive account growth across IT professional services.

You will collaborate with Delivery, Engineering, Product and Sales teams to ensure successful project delivery, strong customer value, and high retention. A strategic mindset and strong communication are essential.

Qualifications

• 8–12 years of experience in Customer Success or Account Management within IT Professional Services.
• Experience managing enterprise accounts and executive stakeholders.
• Experience in IT Professional Services is mandatory.
• Strong verbal, written, and presentation communication skills.
• Leadership mindset with ability to influence teams and drive growth.

Responsibilities

• Build and maintain relationships with enterprise customers and key stakeholders.
• Identify opportunities for account expansion and revenue growth.
• Coordinate delivery to ensure successful project outcomes.
• Engage CXOs and translate needs into delivery plans across Delivery, Engineering, Product, and Sales.
• Mentor team members and drive continuous improvement in the CS function.

Skills

Customer Success

Account Management

Client Relationship Management

Business Consulting

Education

Bachelor's degree in Engineering/CS/IT

MBA

Job description

Job Description

Senior Manager- Customer Success and Growth

Company: Kadel Labs

Website: Visit Website

LinkedIn: Visit LinkedIn

Business Type: Consulting Firm

Company Type: Product & Service

Business Model: B2B

Funding Stage: Pre-seed

Industry: Information Technology

Kadel Labs is a leading IT services company delivering top-quality technology solutions since 2017, focused on enhancing business operations and productivity through tailored, scalable, and future-ready solutions. With deep domain expertise and a commitment to innovation, we help businesses stay ahead of technological trends. As a CMMI Level 3 and ISO 27001:2022 certified company, we ensure best-in-class process maturity and information security, enabling organizations to achieve their digital transformation goals with confidence and efficiency.

We are looking for an experienced Customer Success Manager / Account Manager to build and strengthen long-term relationships with enterprise customers while driving account growth and customer satisfaction.

The ideal candidate will have a strong background in IT Professional Services, exceptional communication and stakeholder management skills, and a proven ability to identify growth opportunities within existing customer accounts. This role requires a strategic thinker who can collaborate across business and technology teams to ensure successful project delivery and maximize customer value.

Key Responsibilities

Customer Relationship Management

• Build, nurture, and maintain strong relationships with enterprise customers and key stakeholders.
• Serve as the primary point of contact for assigned customer accounts.
• Understand customer business objectives and align service delivery to meet their expectations.
• Conduct regular business reviews and provide strategic recommendations to customers.

Account Growth & Business Development

• Identify opportunities for account expansion, cross-selling, and upselling IT services.
• Develop account growth strategies and drive revenue from existing customers.
• Collaborate with Sales, Delivery, and Leadership teams to maximize customer value.
• Track account health, customer satisfaction, and growth metrics.

Customer Success & Service Delivery

• Ensure successful delivery of projects and services by coordinating with internal teams.
• Proactively resolve customer concerns and manage escalations.
• Monitor project milestones, service quality, and customer expectations.
• Drive high customer retention and long-term partnerships.

Stakeholder Management

• Engage effectively with CXOs, business leaders, and technical stakeholders.
• Translate customer business needs into actionable plans for delivery teams.
• Facilitate communication between customers and internal technical teams.

Leadership & Strategic Initiatives

• Mentor team members and contribute to building a high-performing customer success function.
• Drive continuous improvement initiatives and best practices.
• Contribute to organizational growth by identifying new business opportunities and strengthening customer partnerships.

Required Skills & Experience

• 8–12 years of experience in Customer Success, Account Management, Client Relationship Management, or Business Consulting within the IT Professional Services industry.
• Excellent verbal, written, and presentation communication skills.
• Proven experience managing enterprise customer accounts and executive stakeholders.
• Experience in IT Professional Services is mandatory.
• Prior experience as a Business Analyst, Product Manager, Software Developer, Technical Consultant, or similar technology-focused role is preferred but not mandatory.
• Strong customer relationship management and stakeholder engagement capabilities.
• Demonstrated ability to drive account growth, customer retention, and business expansion.
• Experience working closely with cross-functional teams including Delivery, Engineering, Product, and Sales.
• Strong problem-solving, negotiation, and conflict-resolution skills.
• Leadership mindset with the ability to influence teams and drive business outcomes.

Education

• Bachelor's degree in Engineering, Computer Science, Information Technology, or a related field.
• MBA or equivalent postgraduate qualification is an added advantage.