Software Services AVP - Account Management / Client Partner

Software Engineering Firm; Dadri; On-site; INR 3,000,000 - 6,000,000; Full time

Job summary

Software Engineering Firm is seeking a seasoned Head of Customer Success / Account Management / Client Partner to lead the customer success function for digital transformation programs in enterprise accounts. The role covers client relationships, account growth, delivery alignment, and governance with a focus on high retention and profitability.

The ideal candidate will own end-to-end customer lifecycle, drive executive governance forums, and collaborate with delivery teams to ensure timely,

Qualifications

• Seasoned leader with digital transformation/IT services experience.
• Proven track record in managing and growing enterprise accounts.
• Strong stakeholder management at CXO level and executive governance.
• Experience driving high retention, expansion, and profitability of large accounts.

Responsibilities

• Own and grow a portfolio of strategic/enterprise accounts.
• Lead account expansion via digital transformation initiatives.
• Build relationships with CXOs, Business Heads, and Technology Leaders.
• Collaborate with Delivery teams to ensure high-quality execution and SLA adherence.
• Drive retention and long-term engagement with proactive risk mitigation.
• Lead renewals, contract expansions, and margin improvement.

Skills

Account Leadership

Client Relationship

Delivery Oversight

Customer Success

Revenue & Commercial Ownership

Team Leadership

Job description

Job Title: Head Customer Success / Account Management / Client PartnerExperience: 1218 YearsLocation: Noida (Sec.129)

Role Overview

We are looking for a seasoned leader to head our Customer Success function for Digital Transformation Services.

This role is aligned with a Client Partner / Account Director profile in leading services organizations, with end-to-end ownership of:

Client relationshipsAccount growth (farming)Delivery alignmentAccount profitabilityThe candidate will drive long-term strategic partnerships, high retention, and expansion of enterprise accounts, ensuring successful delivery of digital transformation programs.

Key Responsibilities1.

Account Leadership & Growth

Own and grow a portfolio of strategic / enterprise accountsDrive account expansion through new initiatives in digital transformationDevelop and execute account growth strategies and roadmapsIdentify opportunities across technology transformation, modernization, and innovation initiatives

Client Relationship Management

Build strong relationships with CXOs, Business Heads, and Technology LeadersAct as a trusted advisor on digital transformation journeysLead QBRs, MBRs, and executive governance forumsEnsure high client engagement and satisfaction

Delivery Oversight & Execution Alignment

Collaborate with Delivery / Engineering teams to ensure:High-quality executionSLA adherenceTimely delivery of transformation programsEnsure smooth transition from sales to deliveryAct as escalation point for critical client issues

Customer Success & Retention

Drive client retention and long-term engagementTrack account health metrics such as:EngagementDelivery performanceClient satisfactionProactively identify risks and implement mitigation strategies

Revenue & Commercial OwnershipOwn revenue targets from existing accountsDrive renewals, contract expansions, and margin improvementLead commercial discussions, proposals, and negotiationsTeam Leadership & Capability BuildingBuild and lead a team of Customer Success Managers / Account ManagersDefine KPIs, goals, and performance frameworksMentor team on client engagement, strategic selling, and delivery alignmentGovernance & ReportingEstablish governance frameworks for account performance and delivery reviewsTrack key metrics:Revenue growthAccount profitabilityRetention & churnPresent regular updates to leadershipCross-Functional CollaborationWork closely with:Sales teams for account expansionDelivery teams for execution excellenceLeadership teams for strategic alignmentEnsure seamless end-to-end customer lifecycle management

Must-Have Skills & ExperienceDomain Expertise

Strong experience in Digital Transformation / IT Services / Consulting organizationsProven track record of managing and growing enterprise accountsExperience in delivering large-scale digital transformation programsStrong understanding of:Technology consultingModernization initiativesEnterprise delivery models

Role Background

Experience in roles such as:Account DirectorClient PartnerEngagement ManagerCustomer Success Leader (Services)

Leadership & Business Skills

Strong stakeholder management (CXO-level)Excellent commercial acumen and negotiation skillsProven team leadership and scaling experienceStrategic thinking with strong execution focus

Good-to-Have

Experience with global clients (US / Europe markets)Exposure to cloud, data, AI, or platform-led transformation initiativesExperience managing multi-million-dollar accounts

KPIs / Success Metrics

Client Retention RateRevenue Growth from Existing AccountsExpansion Revenue (Upsell / Cross-sell)Customer Satisfaction (CSAT / NPS)Churn RateAccount Health ScoreRenewal RatePipeline from Existing Accounts .