Customer Success Manager

EXC Managed Services

Location:

Gurgaon (Onsite, 5 Days a Week)

Shift:

5:30 PM – 2:30 AM IST

Work Mode:

Work from Office only

Eligibility Radius:

Gurgaon or within 30 km

Experience:

Minimum 5\+ Years (Mandatory)

Domain Requirement:

KPO / BPO / Managed Services (Mandatory)

Customer Success Leader

Role Overview

The

Customer Success Leader

will own

client satisfaction, retention, renewals, and growth

across managed service accounts. This role requires strong relationship-building skills, operational discipline, and the ability to drive outcomes in a delivery-heavy environment.

Ideal for someone who understands

BPO/KPO service delivery

, speaks the language of clients, and can internally mobilize teams to exceed expectations.

Key Responsibilities

🔹 Client Lifecycle \& Relationship Management

• Own end-to-end customer success for key managed service clients
• Serve as the primary point of contact for escalations and strategic discussions
• Build long-term partnerships with global clients

🔹 Service Delivery \& Experience Excellence

• Ensure SLAs, KPIs, and service commitments are consistently met
• Proactively identify risks and opportunities within accounts
• Drive continuous improvement in service delivery and client experience

🔹 Cross-Functional Coordination

• Work closely with

HR, Talent Acquisition, Admin, and IT

to support client delivery

• Coordinate staffing, onboarding, workforce planning, and resource readiness
• Align internal teams with client expectations and timelines

🔹 Growth \& Account Expansion

• Identify upsell, cross-sell, and expansion opportunities
• Support renewals and commercial discussions with leadership
• Good-to-have exposure:

contracts, legal coordination, finance invoicing, commercials

🔹 Reporting \& Governance

• Present clear performance reports, client health dashboards, and action plans
• Maintain structured governance models with internal and external stakeholders

Mandatory Requirements

• ✅ 5\+ years of experience in

Customer Success / Account Management

within

KPO/BPO

• ✅ Strong exposure to

HR, Talent Acquisition, Admin, and IT

in service delivery context

• ✅ Client-facing experience with international customers
• ✅ Strong persuasion, negotiation, and execution focus
• ✅ Willingness to work

onsite, night shift (5:30 PM – 2:30 AM IST)

Who Will Succeed in This Role

• Relationship-driven yet execution-focused
• Comfortable handling escalations and tough client conversations
• Influences without authority
• Obsessed with customer outcomes and retention

✅ Common Non-Negotiables (Both Roles)

• Work from Office – 5 Days
• Shift:

5:30 PM – 2:30 AM IST

• Location:

Gurgaon or within 30 km

• Experience mandatory \| No freshers
• KPO/BPO background only