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Client Success Manager

2 weeks ago

Bengaluru, Karnataka, India Benivo Limited Full time US$ 90,000 - US$ 1,20,000 per year

Location: Bengaluru, KA, India, Remote

Working Hours: Monday to Friday, mixed India/UK hours

Department: Client Success
Contract Type: Full-time, Permanent

Benivo transforms Global Mobility with a new blueprint—high-touch Relocation Services and cutting-edge Mobility Tech in one integrated solution. This approach empowers Mobility teams to shift from reactive administration to truly strategic leadership. Through data automation, GenAI, streamlined workflows, real-time insights, and a relentless focus on people, we create a relocation experience that delivers measurable impact and wows employees every step of the way. Benivo is backed by leading private equity investors and has 100+ employees globally. Clients include Microsoft, Capgemini, Cox, CGI, Bayer, and many more. Learn more at

Mission - Why does this job exist?

The Client Success Manager ensures clients maximise value from Benivo's platform post-implementation. This role owns the client relationship from go-live through renewal, driving product adoption, client satisfaction, account health, and commercial expansion. The CSM acts as the client's strategic partner, proactively identifying opportunities and challenges, and ensuring client goals are met through structured governance and internal alignment.

Responsibilities: 

Client Relationship & Communication (30%)

  • Act as the main point of contact for all post-go-live client matters
  • Build strong, trusted relationships with client stakeholders
  • Schedule and lead client meetings with clear agendas, structured follow-ups, and ongoing cadence
  • Share relevant product updates, insights, and best practices
  • Lead QBRs and strategic business reviews
  • Educate clients on new features and drive adoption
  • Cultivate advocacy and gather client references
  • Share marketing collateral and invite to webinars

Adoption, Training & Enablement (20%)

  • Drive adoption of new features and track usage metrics
  • Proactively engage clients with tailored guidance on how to leverage new features
  • Create and deliver client-facing training materials and walkthroughs
  • Monitor engagement to identify areas where additional enablement is needed

Account Governance & Health Monitoring (20%)

  • Own red account reporting and recovery plans
  • Track product usage, feedback, escalations, and satisfaction
  • Maintain client CRM records and CSM dashboards
  • Conduct regular internal reviews to align on account status

Renewals, Expansions & Change Management (15%)

  • Own the commercial renewal process for assigned accounts
  • Identify expansion opportunities aligned with client needs
  • Manage and scope client change requests (e.g., policy updates, new locations, new features)
  • Maintain and update renewal strategy slides; flag blockers early
  • Partner with Sales and Product to pitch upsell opportunities

Internal Collaboration & Delivery Pipelining (15%)

  • Ensure client commitments are managed in JIRA and delivered cross-functionally
  • Collaborate with Delight, Product, and Advisory teams for seamless delivery
  • Share client updates bi-weekly in internal forums and dashboards

Requirements

Key Outcomes

  • Client satisfaction and relationship health are maintained across all assigned accounts
  • Risks and issues are mitigated early, with red accounts and escalations actively managed
  • Renewals are achieved on time with an aligned strategy
  • Change requests are scoped, prioritised, and managed to resolution in collaboration with internal teams
    Expansion and upsell opportunities are identified and supported through internal collaboration
  • Accurate CRM and client documentation is consistently maintained

Skills and Competencies

  • 3–5 years in B2B Client Success or Account Management, preferably in SaaS
  • Experience in the Global Mobility industry
  • Excellent client communication and relationship-building skills
  • Strong commercial awareness with ability to manage renewals and identify upsell
  • Highly organised with strong follow-through and attention to detail
  • Experience working cross-functionally in a fast-paced environment
  • Ability to translate complex features into simple client training materials
  • Experience managing client-driven change requests and aligning cross-functional delivery
  • Proficient in CRM systems, reporting tools, and task management platforms.

Working Hours: Mixed India/UK hours

Benefits

- Competitive Salary

- Generous Wellbeing Allowance

- Share Options

- Flexible Working

Equal Opportunity

We are an equal-opportunity employer and value diversity at our company. At Benivo diversity means to us making an effort to reflect the many experiences and identities of the outside world, and treating each other with fairness and without bias. Every day we foster an environment where people of all backgrounds not only belong but excel to succeed as a company and grow together. We offer equal opportunity regardless of sex, sexual orientation, national origin, color, race, age, marital status, disability, gender identity, veterans, and more.