Client Success Head

Wishup; United States; Remote; USD 70,000 - 110,000; Full time

Job summary

An established industry player is seeking a Client Success Head to enhance client relationships and drive growth. In this fully remote role, you will develop engagement strategies, onboard new clients, and ensure satisfaction with services. The ideal candidate will have over 5 years of experience in customer success or client-facing roles, with a strong focus on communication and problem-solving skills. Join a dynamic team that values performance and offers opportunities for growth in a transparent work culture. This is a chance to make a significant impact in a rapidly evolving remote work environment.

Benefits

Fully remote work

Competitive salary

Performance-driven culture

Opportunities for growth and learning

Qualifications

• 5+ years of experience in customer success or client relationship roles.
• Strong communication and problem-solving skills are essential.

Responsibilities

• Develop and maintain healthy client relationships through engagement strategies.
• Onboard new clients and ensure they understand available resources.

Skills

Customer Success Management

Client Relationship Management

Account Management

Business Development

Problem Solving

Communication Skills

Data Analysis

Education

Bachelor's Degree

Job description

About Wishup

Wishup provides high-quality remote talent from India to companies across the world. With a selection rate of 0.1%, this top talent is further upskilled and managed through an in-house AI-based remote work management tool. Wishup specializes in the following roles: Virtual Assistants, Operation/Admin managers, Executive Assistants, Project Managers, Bookkeepers, and Accountants. Our founding team consists of Vivek Gupta (IIM Ahmedabad, IIT Madras) and Neelesh Rangwani (IIT Madras). In the last 3.5 years, Wishup has:

• Grown its revenue by >1000%
• Increased the headcount 4X
• Closed pre-series A round of funding of $1Mn from Orios Venture Partners
• Increased our client base 3X, the majority of them being from the US.

You have an opportunity to be part of India's first and biggest remote work platform!

About the role, Key notes:

• Profile – Client Success Head
• Role – Full-time
• Grade – Sr. Manager / AVP
• Location – Remote - Work from home / anywhere
• Work hours – Mon to Fri / US Shift (6:30 PM to 3:30 AM IST)

What you’ll do?

• Develop Healthy Client Relationship - Create engagement strategies with clients to develop a professional relationship through the provision of product and operational services, training, and customer services.
• Enhance Client Training - Ensure that clients are aware of resources available for learning about Wishup’s service and that they’ve got tools letting them take advantage of everything Wishup offers.
• Evaluate and Analyze Client Needs - Regularly check on how Wishup’s service is meeting customers’ needs and whether there are areas for possible improvement or upgrades.
• Build Trust and Transparency with Clients - Unlock more value for their customers and create a virtuous circle that ensures mutual success.
• Onboard New Clients - Educate key customers on how to build effective virtual teams using Wishup and derive the best possible output using best virtual workspace practices.
• Act as a Client Advocate - Ensure client’s feedback is heard and acted upon. Be the voice of the clients in the company, and mediate between the client’s requests and the company’s vision.
• Encourage Clients to Upgrade and Build Efficient Virtual Teams - Persuade customers to upgrade to higher plans or catalyze them to consider building virtual teams leveraging Wishup’s potential.
• Promote Client Loyalty - Keep track of client’s subscription expiration dates and follow up with them to renew their subscriptions.

Expectation in Week 1:

• Understand our business model, how we work and who we serve.
• Understand the role of various departments and how they collaborate for delivering exceptional client experience.

Expectation in Month 1:

• Learn all about the current set of processes in place.
• Take on your first set of key accounts and handle their engagement.
• Learn about onboarding clients and initiate onboarding calls to build your own portfolio.

Expectation till Month 3:

• Nurture the relationships with the assigned accounts and build an upgrade pipeline to drive internal revenue.
• Coach and mentor the Client Success Managers on effective strategies to reduce churn and drive growth with existing accounts.
• Build a referral strategy to unlock growth potential by targeting business circles from existing accounts.
• Formulate a plan to hire and train 3 new CSMs to achieve the desired internal revenue growth target.

Expectations till Month 6:

• Identify gaps in pipeline and process to drive growth from existing accounts.
• Convert 5 key accounts to match the current mega accounts in the company.
• Demonstrate successful execution and implementation of the new growth strategies.

Expectation in Year 1:

• Lead a team of 10 Client Success Managers to drive the internal revenue growth goals and retain them.
• Maintain and grow a stable upgrade and referral pipeline.
• Build up the talent onboarding strategies, test them thoroughly, capture and analyze the results and implement improvements.

What are we looking for?

• 5+ years of customer success/client relationship experience, post-sales, or consulting role.
• Strong work experience in client facing roles such as account management, business development.
• Very detail-oriented, tech savvy and solution-oriented.
• Proven track record and enthusiasm for driving outcomes with ability to work under pressure.
• Experience in onboarding, setup, training/product demos, resolution and escalation of issues, client retention.
• Able to use data to make decisions, simplify complex problems and express themselves thoughtfully.
• Strong track record of identifying customer needs and successfully executing on retention and adoption strategies.
• Ability to challenge team members and be challenged, provide and receive feedback to achieve team goals.
• Excellent communication and presentation skills with ability to flex style depending on audience (C-Level / Leadership / Team).
• Ability to adapt and thrive in a fast-paced environment and rapidly-changing market.
• Bachelor’s degree required.

What’s in it for you?

• A fully remote (work from anywhere) role.
• Receive a more-than-competitive salary plus benefits.
• Performance-driven and transparent work culture.
• Enjoy a culture with opportunities for growth and learning.