Customer Success Manager

Job Title: Manager Customer Success (Central) Industry: Workforce Management / Staffing / Apprenticeship Level: Mid-Management Job Location: Bangalore Head Office (supporting pan-India operations) Position Type: Full Time Role Category: Individual Contributor with Team Coordination Reporting to: Senior Vice President / COO / CDO SAHI Work or Head Customer Success & Service Delivery Cost Center: General Staffing or Apprenticeship Salary Range (CTC): 3.5 7.5 LPA (depending on experience) About SAHI Central Operations The Central Operations team manages the entire backend and client management for SAHIs staffing vertical, ensuring seamless HR administration, statutory compliance, associate lifecycle management, payroll, and invoicing across India for associates deployed at client locations. Job Summary The Manager Customer Success (Central) is responsible for ensuring smooth client onboarding, managing client relationships, ensuring timely service delivery, driving high levels of satisfaction, retention, and revenue expansion for SAHI's staffing and apprenticeship service lines. The role demands close coordination with regional delivery teams, compliance, finance, and client stakeholders to ensure service excellence. Key Responsibilities (KRAs): Client Onboarding Smooth Transition Coordinate all activities from client handover to full operationalization Relationship Management SLA & Contract Management Client Nurturing Regularly engage with client stakeholders to address issues and escalate appropriately Service Delivery Monitor service-level agreements and ensure contractual commitments are met Issue Resolution Proactively resolve operational or compliance-related client issues Escalation Management Reporting Client Reporting Provide timely MIS reports, dashboards, and feedback loops to clients Renewal Management Upsell/Cross-sell Support Support renewals and upselling of benefits and workforce solutions Voice of Customer (VOC) Client Feedback Set up feedback mechanisms, analyze input, and drive corrective actions Coordination Internal Alignment Work closely with Central Operations, Compliance, Finance, and Delivery teams for aligned customer experience Key Performance Indicators (KPIs): Client Onboarding TAT: 100% onboarding within agreed SLA CSAT (Customer Satisfaction Score): 85% positive Issue Resolution Time: 95% issues resolved within TAT Client Retention Rate: 95% SLA Adherence: 98% Upsell Opportunities Identified: Minimum 1 per key client per quarter Escalation Rate: < 3% of total tickets raised Monthly/Quarterly Client Reviews Conducted: 100% of key clients covered Objectives and Key Results (OKRs): O1: Ensure seamless client onboarding and operational handover O2: Deliver best-in-class client servicing for staffing and apprenticeship solutions O3: Drive client renewal and account expansion O4: Institutionalize a culture of client-centricity across SAHI delivery teams KR1: 100% onboarding completion within SLA KR2: Zero escalations during onboarding KR3: Client documentation completed within 7 working days KR1: Maintain 85% CSAT across clients KR2: Resolve 95% of client issues within 3 working days KR3: Conduct quarterly VOC analysis and improvement actions KR1: Achieve 95% client renewal rate annually KR2: Identify and support at least 1 cross-sell/upsell initiative per quarter per strategic client KR3: Support client transitions into additional SAHI offerings (housing, insurance, EWA) KR1: Conduct 1 customer success workshop per quarter for internal teams KR2: Integrate client feedback loops into monthly operational reviews KR3: Achieve >90% internal training participation rate Ideal Candidate Profile: Bachelors or Masters degree (preferably MBA in Sales/Marketing/Operations) 48 years in customer success, client management, account management roles (preferably in staffing, manpower services, or allied industries) Experience in staffing, HR solutions, apprenticeship programs, or allied services highly preferred Proficiency in CRM systems (Zoho, Salesforce) and reporting tools (Excel, PowerPoint) Excellent relationship management, communication, and problem-solving skills Ability to handle multiple priorities and work cross-functionally in a fast-paced environment Proactive, ownership-driven approach with a strong focus on customer experience