ABOUT WISEMONK:
Wisemonk is India's leading Employer of Record (EOR) platform. We enable global companies to hire, pay, and manage employees in India — without setting up a local entity. Our platform handles payroll, HR, compliance, and recruitment end-to-end, giving our clients everything they need to build and scale India teams with confidence.
We work with a diverse range of global companies — from large enterprises across the US, Middle East, and Europe, to high-growth startups at every stage of their journey. What sets us apart is our obsessive focus on incorporating AI across the entire employee and customer lifecycle, creating better outcomes for the teams we serve.
We are a fast-growing company with a young, driven team that takes ownership early, moves quickly, and builds with purpose. If you want to work at the intersection of HR, technology, and global business — and have real impact from day one — Wisemonk is the place for you.
THE ROLE:
We are looking for a Senior Manager, Client Experience to lead and scale the client-facing side of our delivery organisation. This is a senior leadership role with full ownership of Customer Success and Customer Support — responsible for the end-to-end experience of our global client base, from onboarding through renewal and growth.
You will manage and develop a team of Customer Success Managers and Support Specialists, build the processes and playbooks that allow us to serve clients at scale, and work closely with EOR Delivery, Product, and Commercial teams to ensure Wisemonk consistently delivers on its promise. This role is right for someone who has led client-facing teams before, has strong commercial instincts, and is energised by building in a fast-growing environment.
WHAT YOU'LL DO:
Team Leadership & Development
- Lead and manage the Customer Success and Customer Support teams — hiring, coaching, and developing team members at multiple levels
- Set clear expectations, performance standards, and development plans for each team member
- Build a high-accountability, client-first culture within the team — where ownership is the norm and standards are consistently high
- Create a structured and supportive environment that allows the team to operate effectively even as client volume scales
Client Experience & Retention
- Own the overall health of the client portfolio — monitor satisfaction, retention, and expansion metrics across all accounts
- Define and implement client segmentation — ensuring SMB, mid-market, and enterprise clients receive appropriately tiered levels of engagement
- Establish and standardise key client touchpoints — onboarding journeys, business reviews, health checks, and escalation protocols
- Step in personally on high-stakes client situations — escalations, at-risk accounts, or strategic relationship moments that require senior involvement
- Champion the voice of the client internally — feed insights from client interactions into Product, HR Ops, and Compliance to drive continuous improvement
Process & Scalability
- Build the playbooks, templates, and operating cadences that allow the team to deliver a consistent, high-quality experience across a growing client base
- Define and track the metrics that matter — CSAT, NPS, time-to-value, churn, and net revenue retention — and use them to drive decisions
- Partner with Service Ops to identify tooling, automation, and workflow improvements that reduce manual effort and improve response quality
- Ensure smooth handoffs between Sales, EOR Delivery, and Client Experience at every stage of the client lifecycle
Commercial Partnership
- Work closely with the commercial team to identify expansion and upsell opportunities within the existing client base
- Own renewal outcomes for your portfolio — with accountability for retention rate and net revenue retention
- Provide structured feedback on pricing, packaging, and product gaps based on direct client insights
WHAT YOU BRING:
- 7–10 years of experience in customer success, client services, or account management — with at least 2–3 years in a team leadership role
- Proven track record of managing and developing client-facing teams in a B2B environment
- Strong commercial acumen — you understand retention, expansion, and the link between client experience and revenue
- Deep familiarity with HR, payroll, EOR, or employment services is a significant advantage — you do not need to be an HR expert, but comfort with these topics is essential
- Experience building or significantly improving CS processes, playbooks, or operating models
- Data-driven — you track the right metrics, interpret them accurately, and act on them with confidence
- Excellent communicator — able to engage credibly with senior client stakeholders, global HR leaders, and internal teams at all levels
- Comfortable with ambiguity and change — this is a role for someone who can create structure, not just operate within it
WHY WISEMONK:
- Full ownership of a critical function — you will shape how Wisemonk serves its clients at scale, with the authority and resources to do it well
- Seat at the table — this role reports directly to senior leadership and has real influence on company direction
- Global client base — work with companies ranging from fast-growing startups to large enterprises across the US, Middle East, and Europe
- Build, don't inherit — the playbooks, team structures, and processes here are yours to define and improve
- AI-first environment — we invest seriously in tooling and automation, giving your team leverage that most CS functions don't have
- Fast-growth trajectory — as Wisemonk scales, this role scales with it — in scope, team size, and seniority
