Job Description

Role: Customer Success Specialist\n\nExecutive assistants perform more than administrative tasks; they are often the executive’s “right-hand person” who enables them to advance company initiatives and goals. They filter and attend to the day-to-day functions that are part of the executive’s role so that the executive can focus on the high-level leadership and strategy functions. Your job description should include a brief overview of the company and the position’s key functions, as well as detailed information about responsibilities, skills and qualifications and benefits.\n\nResponsibilities\n\n1.

Client Relationship Ownership\n\n Serve as the main liaison for assigned top tier clients, ensuring a white-glove experience.\n\n Build trust and rapport with client leadership, becoming a strategic advisor to their business needs.\n\n Conduct regular check-ins, QBRs (Quarterly Business Reviews), and performance review meetings.\n\n2. Strategic Account Growth\n\n Identify upsell and cross-sell opportunities based on client goals, operational needs, and industry trends.\n\n Collaborate with the sales and solutions team to craft tailored offerings and proposals.\n\n Monitor key account health metrics and proactively address risks to retention or satisfaction.\n\n3. CSM Team Leadership & Oversight\n\n Manage and guide the internal CSM team assigned to various divisions and client segments.\n\n Monitor CSM performance, provide coaching, and implement best practices across the team.\n\n Ensure consistency in client relationship standards across all accounts.\n\n Create knowledge-sharing mechanisms, review client interaction reports, and help team members resolve complex issues.\n\n Act as the escalation point for critical situations that require leadership support or cross-functional coordination.\n\n4.

Internal Coordination\n\n Work closely with delivery, operations, and technology teams to ensure SLAs and KPIs are met.\n\n Champion the voice of the client internally push for improvements where needed.\n\n Participate in on boarding and transition planning for new engagements.\n\n5. Reporting and Communication\n\n Maintain clear records of client communication, feedback, and escalations.\n\n Share monthly and quarterly performance reports with clients.\n\n Track account plans, renewal timelines, and satisfaction scores (e.g., NPS).\n\n Provide support for special projects.\n\nQualifications and Experience\n\n 2–7 years of experience in client success, account management, or team leadership—preferably in outsourcing, financial services, or B2B SaaS.\n\n Proven success managing CXOs or senior stakeholders.\n\n Team management experience, preferably with cross-functional or multi-division CSM structures.  Strong business acumen and communication skills (verbal and written).\n\n Ability to handle ambiguity and navigate complex account landscapes.\n\n Experience with U.S., U.K., or Australian clients.\n\n Exposure to the financial service industry\n\n CRM tools like Zoho, HubSpot or Salesforce.\n\nKey Skills\n\n Relationship-first mindset\n\n Proactive and solutions-driven\n\n High emotional intelligence\n\n Strong follow-through and ownership\n\n Ability to lead and inspire others\n\n Excellent prioritization and escalation judgment\n\nJob Location, Work Timings and Work Model\n\n Gandhinagar, Ahmedabad, Chennai\n\n 7.30 am – 4.30 pm\n\n Full time