Job Summary
We are looking for a Customer Success Manager (CSM) to manage and grow relationships with our enterprise and mid-market clients in the IT staffing / IT Service domain. The ideal candidate will ensure client satisfaction, retention, and expansion by acting as a trusted advisor and single point of contact for all staffing needs.
Key Responsibilities
Client Relationship & Account Management
- Own and manage key client accounts across IT staffing, contract hiring, and permanent recruitment
- Act as the primary point of contact between clients and internal recruitment teams
- Build long-term partnerships by understanding client business goals, workforce plans, and hiring challenges
Customer Success & Retention
- Ensure high client satisfaction through timely delivery, quality candidates, and proactive communication
- Conduct regular client check-ins, quarterly business reviews (QBRs), and feedback sessions
- Identify risks early and drive corrective actions to avoid churn
Hiring & Delivery Coordination
- Translate client requirements into clear role briefs for recruitment teams
- Monitor hiring progress, SLA adherence, candidate quality, and turnaround times
- Resolve delivery escalations and manage expectation alignment
Growth & Revenue Enablement
- Identify opportunities for account expansion: new roles, skill sets, geographies, or engagement models
- Support upselling and cross-selling of staffing services (RPO, GCC hiring, payroll, contract staffing)
- Collaborate with sales and leadership on account growth strategy
Reporting & Process Improvement
- Track KPIs such as fulfillment rate, time-to-hire, offer-to-join ratio, and client NPS
- Prepare client reports and dashboards on hiring performance
- Continuously improve customer experience and internal delivery processes
Required Skills & Qualifications
Must-Have
- 3+ years of experience in IT Staffing, Recruitment Services, or HR Solutions
- Strong understanding of contract staffing, permanent hiring, and client SLAs
- Excellent communication, stakeholder management, and negotiation skills
- Experience managing enterprise or mid-size accounts
- Ability to handle escalations and complex client expectations
Good to Have
- Experience working with GCC clients, startups, or MNCs
- Familiarity with ATS, CRM tools, and hiring dashboards
- Exposure to account growth, renewals, and revenue targets
