Company Overview
Outsourced is a leading ISO certified global offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1000 talented professionals.
Position Title: Customer Success Manager
Work Arrangement: Flexible
About The Role
We are looking for a high-performing Customer Success Manager with exceptional interpersonal and strategic thinking skills to own and grow key client relationships. This role goes beyond service delivery—it's about deeply understanding each client's business, proactively solving challenges, and identifying opportunities to expand value. The ideal candidate thrives in a fast-paced environment, communicates confidently with senior stakeholders, and knows how to mobilize cross-functional teams to deliver results.
You'll Thrive in This Role If You...
- Are an exceptional communicator — clear, confident, and compelling in both verbal and written interactions (including with global/international clients).
- Are a strategic listener who asks the right questions and connects the dots.
- Are highly organized and able to manage competing priorities without losing sight of the big picture.
- Navigate senior stakeholder conversations with ease and translate operational complexity into clear, client-facing insights.
- Remain calm under pressure, focused on solutions, and energized by building long-term client partnerships.
Key Focus Areas
- Client Relationship Management
- Client Growth & Retention
- Team Engagement & Retention
Key Responsibilities
Client Engagement
- Serve as the strategic advisor and primary point of contact for key clients, building strong relationships through proactive outreach, consultative discussions, and value-driven recommendations.
- Demonstrate strong executive presence; comfortable engaging with Director, VP, and C-level contacts—both in India and globally—in a consultative manner.
- Communicate complex issues clearly and professionally through exceptional written and verbal skills, including business writing and formal client communications.
Relationship Management
- Develop strong rapport across all levels of client organizations—from team leads and operations managers to senior executive stakeholders—adapting communication style accordingly.
- Stay closely attuned to client sentiment and resolve concerns proactively before they escalate.
- Accurately document client interactions, feedback, and progress in the CRM system.
Retention and Growth
- Actively explore client business goals and recommend relevant outsourced services to support their evolving needs, collaborating with internal teams to design solutions.
- Identify pain points or business risks early, taking a proactive, solutions-oriented approach to prevent churn and deepen trust.
- Partner with the Sales team to identify and pursue strategic account expansion opportunities.
Staffing and Job Order Management
- Manage client job orders and staffing requests via a ticketing system, ensuring timely and efficient fulfillment.
- Coordinate with Recruitment and HR teams to ensure qualified candidates are placed based on client-specific job requirements.
- Regularly review job orders, ticket status, and staffing fulfillment rates to maintain high service quality and operational efficiency.
Performance Management and Reporting
- Take full ownership of client success—from onboarding through ongoing operations and business reviews—ensuring every interaction reflects excellence and accountability.
- Lead regular performance discussions (MBRs/QBRs) with clients and internal stakeholders, providing feedback, coaching, and action plans to drive continuous improvement.
- Collaborate with internal departments to ensure all resources, tools, and strategies align with client objectives and agreed KPIs.
Qualifications:
Education
- Bachelor's degree in Business Administration, Management, or a related field (MBA preferred).
Experience
- 3-6 years in client success, customer success, account management, or client servicing roles—ideally within staffing, BPO, KPO, or managed services environments.
- Proven track record managing client relationships, facilitating business reviews, and driving account growth.
- Prior experience working with US/UK/APAC clients or in a global delivery model is a strong advantage.
Skills
- Strong written and verbal communication skills in English, with executive presence and a client-first mindset.
- Proven ability to manage multiple accounts, prioritize effectively, and meet deadlines under pressure.
- Familiarity with financial reporting and performance metrics (CSAT, NPS, SLA adherence, staffing KPIs).
- Skilled in cross-functional collaboration across Recruitment, HR, and Operations.
- Proficient in CRM tools (HubSpot) and MS Excel/Google Sheets.
What we Offer :- Health Insurance: We provide medical coverage up to 20 lakh per annum, which covers you, your spouse, and a set of parents. This is available after one month of successful engagement.
- Professional Development: You'll have access to a monthly upskill allowance of ₹5000 for continued education and certifications to support your career growth.
- Leave Policy: Vacation Leave (VL): 10 days per year, available after probation. You can carry over or encash up to 5 unused days.
- Casual Leave (CL): 8 days per year for personal needs or emergencies, available from day one.
- Sick Leave: 12 days per year, available after probation.
- Flexible Work Hours or Remote Work Opportunities - Depending on the role and project.
- Outsourced Benefits such as Paternity Leave, Maternity Leave, etc.
