Sr. Customer Success Manager (CSM)

Envision Ecommerce; Chandigarh; Remoto; INR 8.475.000 - 12.241.000; Tempo pieno

Descrizione del lavoro

Envision Ecommerce is seeking an experienced Customer Success Manager to manage strategic client relationships in the North America region. You will be the primary post-sales owner, coordinating with delivery teams to ensure successful outcomes and long-term value.

Ideal candidates will have 8-10 years in Customer Success or related fields, with deep experience managing North American clients, and strong skills in CRM and stakeholder management.

Competenze

• 8-10 years of experience in Customer Success, Account Management, Client Services, or CRM
• Proven experience managing North American clients
• Strong client-facing communication, presentation, and stakeholder management skills
• Experience in IT services/software services/technology delivery environment
• Knowledge of delivery governance, account health management, and escalation handling
• Experience with CRM platforms and account reporting tools
• Working knowledge of Microsoft CRM, Dynamics 365, ERP platforms or similar enterprise systems

Mansioni

• Lead client onboarding and ensure a smooth transition from sales to delivery
• Establish account success plans, governance models, and engagement cadence
• Align client expectations, objectives, and delivery outcomes from the outset
• Build and nurture relationships with client stakeholders across business and delivery functions
• Act as the primary point of contact for client communication, coordination, and relationship management
• Drive regular touchpoints, business reviews, and executive-level engagement
• Monitor and manage client health using RYG status tracking
• Identify risks early and drive proactive mitigation plans
• Ensure governance mechanisms for communication, reporting, action tracking, and review meetings
• Work with internal delivery teams to ensure commitments on quality, timelines, and service levels
• Track performance, flag risks, and ensure timely resolution of delivery concerns
• Own client escalations and coordinate internal stakeholders to drive resolution
• Identify opportunities for account expansion, cross-sell, and upsell in alignment with client needs
• Partner with sales, delivery, and practice teams to support growth conversations
• Build trusted client relationships that create long-term value and referral potential
• Capture client feedback, satisfaction signals, and improvement opportunities
• Translate feedback into actionable recommendations for delivery and leadership teams
• Contribute to process improvement initiatives that enhance client experience
• Maintain accurate client records, interaction history, action items, health status, and account updates in CRM
• Prepare account summaries, governance reports, renewal inputs, risk trackers, and leadership updates
• Ensure strong documentation discipline and account visibility across teams

Conoscenze

Customer Success

Account Management

Client Services

Customer Relationship Management

North American clients

Strumenti

CRM platforms

Dynamics 365

ERP platforms

Descrizione del lavoro

About the Role

We are looking for an experienced, client-centric, and commercially minded Customer Success Manager (CSM) to manage strategic client relationships in the North America region. This role will be responsible for ensuring client satisfaction, strengthening retention, improving account health, driving governance, and identifying opportunities for account growth.

The ideal candidate will serve as the primary post-sales relationship owner, working closely with clients and internal delivery teams to ensure successful outcomes, proactive issue resolution, and long-term partnership value.

Prior experience working with a Microsoft Solutions Partner and knowledge of Microsoft ERP/CRM Solutions will be an added advantage.

Key Responsibilities

Client Onboarding and Success Planning

• Lead client onboarding and ensure a smooth transition from sales to delivery
• Establish account success plans, governance models, and engagement cadence
• Align client expectations, objectives, and delivery outcomes from the outset

Client Relationship Management

• Build and nurture strong relationships with client stakeholders across business and delivery functions
• Act as the primary point of contact for client communication, coordination, and relationship management
• Drive regular touchpoints, business reviews, and executive-level engagement

Account Health and Governance

• Monitor and manage client health using RYG (Red-Yellow-Green) status tracking
• Identify risks early and drive proactive mitigation plans
• Ensure governance mechanisms are in place for communication, reporting, action tracking, and review meetings

Delivery Oversight and Escalation Management

• Work closely with internal delivery teams to ensure commitments on quality, timelines, and service levels are met
• Track performance, flag risks, and ensure timely resolution of delivery concerns
• Own client escalations and coordinate internal stakeholders to drive resolution and restore confidence

Retention, Growth, and Cross-Sell Support

• Identify opportunities for account expansion, cross-sell, and upsell in alignment with client needs
• Partner with sales, delivery, and practice teams to support growth conversations
• Build trusted client relationships that create long-term value and referral potential

Voice of Customer and Continuous Improvement

• Capture client feedback, satisfaction signals, and improvement opportunities
• Translate feedback into actionable recommendations for delivery and leadership teams
• Contribute to process improvement initiatives that enhance client experience

CRM, Reporting, and Documentation

• Maintain accurate client records, interaction history, action items, health status, and account updates in CRM
• Prepare account summaries, governance reports, renewal inputs, risk trackers, and leadership updates
• Ensure strong documentation discipline and account visibility across teams

Key Result Areas (KRAs)

• Client satisfaction and retention
• Accuracy and timeliness of RYG health tracking
• Reduction in escalations and faster issue resolution
• Strong governance and stakeholder engagement
• On-time delivery support and service quality alignment
• Revenue growth through cross-sell and upsell support
• CRM hygiene, reporting accuracy, and documentation compliance

Required Skills and Qualifications

• 8-10 years of experience in Customer Success, Account Management, Client Services, or Customer Relationship Management
• Proven experience managing North American clients
• Strong client-facing communication, presentation, and stakeholder management skills
• Experience working in an IT services / software services / technology delivery environment
• Solid understanding of delivery governance, account health management, and escalation handling
• Ability to manage multiple accounts, competing priorities, and cross-functional coordination
• Strong analytical, problem-solving, and decision-making skills
• Experience using CRM platforms and account reporting tools
• Working knowledge of Microsoft CRM, Dynamics 365, ERP platforms, or similar enterprise systems

Preferred Qualifications

• Experience working with global delivery teams in an offshore-onsite model
• Exposure to renewal management, account mining, or customer expansion planning
• Familiarity with service delivery models across software development, QA, cloud, data, AI, or managed services
• Experience preparing and running QBRs / MBRs / executive governance reviews

What Success Looks Like in This Role

• Clients view you as a trusted point of contact and escalation owner
• Account health is tracked accurately and proactively
• Governance is disciplined, consistent, and value-driven
• Risks are identified early and addressed effectively
• Client satisfaction and retention remain strong
• Growth opportunities are surfaced and supported systematically

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.