Location: Ahmedabad (Actowiz HQ) – Requires Regular Travel
Experience: 2-5 Years
Department: Sales
Reporting to: Head of Sales / CEO
Role Objective
The Customer Success Manager will act as the
business owner for existing client accounts, driving revenue growth, strengthening relationships, and ensuring long-term client retention. This role goes beyond support — it focuses on
maximizing account value through upselling, cross-selling, and strategic engagement.
Key Responsibilities
- Account Growth & Revenue Ownership
- Drive upsell and cross-sell opportunities within existing accounts
- Increase wallet share by expanding into new teams/departments within client organizations
- Identify new revenue opportunities aligned with client needs
- Generate referrals and build strong client advocacy
- Client Relationship Management
- Act as the primary point of contact for key accounts
- Build strong relationships with stakeholders and decision-makers
- Handle client escalations and ensure high satisfaction levels
- Conduct regular business reviews (QBRs) to align on goals and performance
- Delivery Coordination
- Work closely with internal delivery teams to ensure seamless execution
- Manage client expectations and ensure alignment with agreed scope
- Act as a bridge between business and technical teams
- Billing & Collections
- Oversee invoicing and ensure accuracy as per contracts
- Drive timely collections and minimize payment delays (DSO control)
- Handle billing discussions and resolve disputes effectively
Candidate Requirements
- 2–5 years of experience in Customer Success / Account Management / IT Services Sales
- Strong experience in upselling, cross-selling, and account growth
- Excellent communication and stakeholder management skills
- Experience working with global clients / B2B environments
- Exposure to billing, invoicing, or collections is a plus
- Willingness to travel for client meetings (if required)
Key Performance Indicators (KPIs)
- Net Revenue Retention (NRR)
- Upsell & Cross-sell Revenue
- Collection Timelines (DSO)
- Customer Satisfaction & Retention
Why Join Us
- High ownership role with direct impact on revenue
- Opportunity to work with global clients
- Performance-driven growth and incentives
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