Sr. Client Success Manager

About the Role:

The Senior Client Success Manager (Sr. CSM) plays a pivotal leadership role in ensuring client satisfaction, operational excellence, and team efficiency within the Client Management department. This position involves managing a team of 3–4 Client Success Managers, overseeing client portfolios, maintaining service quality, resolving escalations, and ensuring that performance KPIs are met across all managed accounts. The ideal candidate is proactive, analytical, and skilled at balancing people leadership with client relationship management.

1. Team Management

●       Lead, mentor, and oversee a team of 3–4 Account Managers handling multiple client portfolios.

●       Conduct weekly one-on-ones, performance reviews, and KPI assessments of the reporting managers

●       Develop the team through coaching, feedback, and structured training sessions.

●       Ensure workload balance, adherence to SOPs, and timely reporting from the team.

2. Client Relationship Oversight

●       Oversee all client communications handled by the Account Managers to ensure consistency, professionalism, and alignment with company standards.

●       Step in for high-priority or escalated client discussions when required.

●       Review and analyze client health metrics, renewal trends, and overall satisfaction scores.

●       Proactively identify risks or bottlenecks in client relationships and implement retention strategies.

3. Operations & Performance

●       Monitor key performance indicators such as retention rate, SLA adherence, escalation turnaround time, and reporting quality.

●       Collaborate with HR and Operations to design and implement performance frameworks for the client management team.

●       Ensure all reporting, timesheets, and dashboards (Clockify / Sheets) are accurate and updated regularly.

●       Create and implement process improvements to enhance service delivery and internal coordination.

4. Departmental Coordination

●       Work closely with Operations, HR, and Technical teams to ensure smooth execution of cross-departmental processes.

●       Contribute to the new client onboarding strategy, ensuring Account Managers follow a consistent and client-centric approach.

●       Act as a bridge between leadership and the Account Management team for communication, planning, and execution.

Qualifications & Skills

●       Bachelor’s degree (Master’s preferred) in Business Administration, Marketing, or related field.

●       3–4 years of experience leading Account Managers or Client Success teams.

●       Strong communication, analytical, and decision-making skills.

●       Proficiency in CRM and project management tools (Zoho, Asana, Slack, Google Workspace).

●       Ability to manage multiple priorities and delegate effectively.

●       High emotional intelligence and people management capability.