Senior Customer Success Manager

About the job

Position: Senior Customer Success Manager Experience: 8+ Years Location: Ahmadabad Budget: 80k We are looking for an experienced and dynamic Customer Success Manager / Account Manager to lead our client relationship initiatives, manage a high-performing team, and ensure long-term client satisfaction and retention. This role demands a blend of strategic leadership, client success management, and team coordination, ensuring clients achieve maximum value from iFlair’s solutions. Key Responsibilities 1. Client Relationship Management - Serve as the primary point of contact for key enterprise and strategic clients. - Build and maintain strong, trusted relationships with clients and decision-makers. - Understand client needs, goals, and how our digital solutions can best align with them. - Conduct regular business reviews and success check-ins. 2. Team Leadership & Mentorship - Lead and mentor a team of Customer Success Executives / Account Coordinators. - Provide guidance, training, and performance feedback to ensure team growth and efficiency. - Foster a customer-first culture within the team. 3. Project and Delivery Oversight - Oversee client projects to ensure timely delivery and quality outcomes. - Identify delivery risks early and collaborate with internal teams for quick resolution. - Ensure transparent communication between clients and cross-functional departments. 4. Client Retention & Growth - Develop and execute client retention strategies to maintain long-term partnerships. - Identify upselling and cross-selling opportunities to drive business growth. - Collaborate with leadership and sales teams to pitch value-added services. 5. Issue Management and Escalations - Manage and resolve client concerns and escalations with a solution-oriented approach. - Coordinate across departments to ensure fast, effective problem resolution. - Document and analyze recurring issues to improve internal processes. 6. Data-Driven Insights and Reporting - Present monthly performance and KPI reports to clients and management. - Use data insights to improve engagement, usage, and satisfaction. - Share actionable feedback with internal teams to optimize client outcomes. 7. Strategic Success Planning - Create and manage customized success plans for key clients. - Advocate for client needs internally to align service enhancements with business objectives.

Requirements

• Customer Success
• Account Management
• Client Relationships
• Leadership
• Team Coordination
• Analytical Skills

Qualifications

• 8+ years of experience in Customer Success, Account Management, or Client Relations within the IT services or SaaS industry.
• Strong understanding of Web & Mobile development life cycles
• Experience in leading customer success or account management teams.

Preferred Technologies

• Customer Success
• Account Management
• Client Relationships
• Leadership
• Team Coordination
• Analytical Skills

About the company

At iFlair Web Technologies, we empower global businesses through cutting-edge Web, Mobile, and Open Source solutions. With a talented team of 200+ professionals, we specialize in delivering high-quality, scalable, and performance-driven digital solutions.