- PF & Gratuity Included
- Medical Bnefits included
About Our Client
The company is a leading organization in the Technology & Telecoms industry, specializing in providing innovative solutions within the Services sector. It operates as a mid-sized enterprise, focused on delivering high-quality outcomes for its clients.
Job Description
Client Success Lead
Role Summary
The Client Success will own the end-to-end client support and success function, ensuring clients achieve maximum value from the product. This role is client-facing and works closely with Product Managers, Engineering, and Leadership to deliver proactive support, manage escalations, and build a scalable client success team.
Key Responsibilities
- Own client success operations across self-serve support, L1 support, expert escalation, and leadership escalation paths.
- Act as the primary client-facing lead for complex queries, incidents, and relationship management.
- Ensure timely resolution of issues while proactively driving adoption, understanding, and trust in product outputs.
- Define and manage SLAs, prioritization, and escalation frameworks.
- Build, train, and lead the client success team as the function scales.
- Partner closely with Product Managers to translate client feedback into product and UX improvements.
- Coordinate with Engineering and domain experts for deep-dive investigations and issue resolution.
- Own client success documentation, onboarding materials, and knowledge base.
- Track and report on client health, support performance, and success metrics to leadership.Required Experience & Skills
- 5+ years of experience in client success, customer support, or service delivery.
- Strong client-facing communication and stakeholder management skills.
- Experience building or managing teams and operational processes.
- Ability to work cross-functionally with Product, Engineering, and Leadership.What Success Looks Like
- Clients experiences clear ownership, predictable SLAs, and high trust in support.
- Support queries are increasingly resolved via self-serve and L1, with efficient L2 escalation.
- Strong feedback loop between clients support product leadership.
- A well-trained, scalable support team with clear roles and accountability.
- Leadership has clear visibility into support performance and client sentiment.Why you do not want to miss this career opportunity
- We are a mission-driven firm that is revolutionising the Insurance and Banking industry. We are not aiming to incrementally push the current boundaries, we redefine them.
- Customer centric organisation with innovation at the core of everything we do.
- Capitalise on an unparalleled career progression opportunity.
- Work closely with senior leaders who have individually served several CEOs in Fortune 100 companies globally.
- Develop highly valued skills and build connections in the industry by working with top-tier Insurance and Banking clients on their mission-critical problems and deploying solutions integrated into their day-to-day workflows and processes.
- For the past decade, India office has been on the forefront. What started as a vision has evolved into something much bigger. We are at the brink of an exciting new chapter. It's time to go big. We are growing at an unprecedented pace. But we are not just expanding for the sake of growth-we are strategically positioning ourselves for greater impact and success in this fast-evolving market.
The Successful Applicant
A successful Client Success Lead should have:
- A degree in business, marketing, or a related field.
- Proven experience in client relationship management within the Technology & Telecoms industry.
- Strong communication and presentation skills to engage with clients effectively.
- Ability to collaborate with cross-functional teams in the Services sector.
- Proficiency in using CRM tools and software for client management.
- A proactive and problem-solving mindset to address client concerns.
What's on Offer
- A competitive salary
- Work within a collaborative and innovative environment in the Technology & Telecoms industry.
- Access to training and resources to enhance professional skills.
If you are ready to make a significant impact as a Client Success Lead, we encourage you to apply and join this exciting opportunity in the Services sector.=
Contact: Anwesha Banerjee
Quote job ref: JN-122025-6911247
