Customer Success Manager – IT​/ITES Services

We are seeking an experienced and client-centric Customer Success Manager (CSM) to oversee and grow relationships with our IT and ITES service clients. As a key liaison between the client and internal delivery teams, you will be responsible for ensuring customer satisfaction, facilitating smooth project execution, and identifying opportunities to expand client partnerships.

• Client Relationship Management:
  
  Build and maintain strong, long-term relationships with key client stakeholders across IT and ITES sectors
• Account Success Ownership:
  
  Own customer onboarding, engagement, and retention across assigned accounts. Ensure deliverables are met and clients derive maximum value from services
• Project Coordination:
  
  Work closely with internal technical and delivery teams to monitor timelines, resolve issues, and communicate project status
• Feedback & Upselling:
  
  Collect and synthesize customer feedback to improve services and propose upsell/cross-sell opportunities aligned with client goals
• Renewals & Retention:
  
  Drive contract renewals and client satisfaction through proactive engagement, performance reviews, and value demonstration
• Reporting & Metrics:
  
  Prepare and present regular reports on account health, risks, and success metrics to clients and internal leadership

• Experience:
  
  4+ years in customer success, account management, or service delivery in an IT/ITES environment
• Client-Facing
  
  Skills:
  
  Strong interpersonal and communication skills, with experience engaging mid-to-senior level stakeholders
• Project Orientation:
  Understanding of delivery models, SLAs, and IT services lifecycle (including support, development, or BPO processes)
• Problem-Solving:
  Proactive in identifying issues and resolving them before they escalate
• Tools Knowledge:
  Familiarity with CRM platforms (e.g., Hub Spot, Salesforce), project tracking tools (e.g., Jira, Trello), and basic reporting dashboards
• Education:
  
  Bachelor’s degree in Business, Information Technology, or related field

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