Client Success Manager

Strategic Client Relationship Management

• Serve as the primary point of contact for assigned client accounts.
• Build and maintain long-term relationships with key stakeholders and decision-makers.
• Conduct regular business reviews and client meetings to understand evolving business needs.
• Proactively address concerns and resolve issues to maintain high client satisfaction.
• Develop and implement client retention strategies.

Project Delivery & Account Management

• Manage the end-to-end client engagement lifecycle.
• Ensure timely delivery of recruitment and staffing services according to agreed timelines and quality standards.
• Coordinate with recruitment, operations, and delivery teams to ensure successful project execution.
• Monitor project progress and proactively remove roadblocks.
• Ensure client expectations and service-level commitments are consistently met.

Business Growth & Account Expansion

• Identify upselling and cross-selling opportunities within existing accounts.
• Collaborate with Sales and Marketing teams to develop customized solutions for clients.
• Support proposal creation, presentations, and client discussions for new business opportunities.
• Contribute to revenue growth through account expansion initiatives.

Team Collaboration & Leadership

• Mentor and guide junior team members on client servicing best practices.
• Foster collaboration across departments to improve client experience.
• Share client feedback and market insights with internal stakeholders.
• Support process improvement initiatives and operational excellence.

Reporting & Communication

• Prepare client reports, presentations, and performance reviews.
• Maintain accurate client records and account documentation in CRM systems.
• Track key account metrics, client satisfaction levels, and project performance.
• Provide regular updates to management on account health and opportunities.

• 4–5 years of experience in Client Success, Account Management, Customer Success, Client Servicing, or Relationship Management roles.
• Strong experience managing B2B client relationships.
• Excellent communication, presentation, and stakeholder management skills.
• Ability to manage multiple accounts and projects simultaneously.
• Strong problem-solving and customer-centric mindset.
• Experience working with CRM systems and account management tools.

Required Skills

• Client Relationship Management
• Customer Success
• Account Management
• Stakeholder Management
• Client Retention
• Project Coordination
• Business Development
• Upselling & Cross-Selling
• Presentation & Communication
• Conflict Resolution
• CRM Management
• Reporting & Analytics
• Team Collaboration
• Strategic Thinking
• Problem Solving

Preferred Qualifications

• Bachelor's Degree in Business Administration, Marketing, Communications, or related field.
• Experience within Recruitment, Staffing, RPO, HR Services, Consulting, IT Services, BPO, or Professional Services industries.
• Experience using CRM platforms such as Salesforce, HubSpot, Zoho CRM, or similar tools.
• Advanced proficiency in Microsoft Office Suite, especially Excel and PowerPoint.

Key Performance Indicators (KPIs)

• Client Retention Rate
• Client Satisfaction Score (CSAT)
• Account Growth & Expansion Revenue
• Upsell & Cross-Sell Conversions
• Project Delivery Success Rate
• Client Renewal Rate
• Response & Resolution Time
• Account Health Metrics

Ideal Candidate Profile

• Strong relationship builder with excellent interpersonal skills.
• Commercially aware and capable of identifying growth opportunities.
• Highly organized and capable of managing multiple priorities.
• Client-focused with a consultative approach to problem-solving.
• Comfortable working in a fast-paced and target-driven environment.