Client Success Manager_Enterprise Business Unit

• Client Relationship Ownership
  • Serve as the main liaison for assigned top tier clients, ensuring a white-glove experience.
  • Build trust and rapport with client leadership, becoming a strategic advisor to their business needs.
  • Conduct regular check-ins, QBRs (Quarterly Business Reviews), and performance review meetings.
• Strategic Account Growth
  • Identify upsell and cross-sell opportunities based on client goals, operational needs, and industry trends.
  • Collaborate with the sales and solutions team to craft tailored offerings and proposals.
  • Monitor key account health metrics and proactively address risks to retention or satisfaction.
• CSM Team Leadership Oversight
  • Manage and guide the internal CSM team assigned to various divisions and client segments.
  • Monitor CSM performance, provide coaching, and implement best practices across the team.
  • Ensure consistency in client relationship standards across all accounts.
  • Create knowledge-sharing mechanisms, review client interaction reports, and help team members resolve complex issues.
  • Act as the escalation point for critical situations that require leadership support or cross-functional coordination.
• Internal Coordination
  • Work closely with delivery, operations, and technology teams to ensure SLAs and KPIs are met.
  • Champion the voice of the client internally push for improvements where needed.
  • Participate in onboarding and transition planning for new engagements.
• Reporting and Communication
  • Maintain clear records of client communication, feedback, and escalations.
  • Share monthly and quarterly performance reports with clients.
  • Track account plans, renewal timelines, and satisfaction scores (e.g., NPS).
  • Provide support for special projects.

• 3-5 years of experience in client success, account management, or team leadership, preferably in outsourcing, financial services, or B2B SaaS. Proven success managing CXOs or senior stakeholders.
• Team management experience, preferably with cross-functional or multi-division CSM structures.
• Strong business acumen and communication skills (verbal and written).
• Ability to handle ambiguity and navigate complex account landscapes.
• Experience with U.S., U.K., or Australian clients.
• Exposure to the financial service industry
• CRM tools like Zoho, HubSpot or Salesforce.

• Relationship-first mindset
• Proactive and solutions-driven
• High emotional intelligence
• Strong follow-through and ownership
• Ability to lead and inspire others
• Excellent prioritization and escalation judgment

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.