Senior Customer Success Manager

Position: Senior Customer Success Manager

Experience: 8+ Years

Location: Ahmadabad

Budget: 80k

About iFlair Web Technologies

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.

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.

1. 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.

1. 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.

1. 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.

1. 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.

1. 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.

1. Strategic Success Planning

· Create and manage customized success plans for key clients.

· Advocate for client needs internally to align service enhancements with business objectives.

Qualifications

· 8+ years of experience in Customer Success, Account Management, or Client Relations within the IT services or SaaS industry.

· Proven experience managing enterprise-level B2B client relationships.

· Strong understanding of Web & Mobile development life cycles, CMS platforms (WordPress, Laravel, etc.), and Open Source technologies.

· Experience in leading customer success or account management teams.

· Familiarity with CRM and project management tools (Trello, Asana, Jira) and communication platforms (Slack, Zoom, Skype).

Skills & Abilities

· Excellent communication, presentation, and negotiation skills.

· Strong analytical and problem-solving mindset.

· Ability to lead and motivate teams toward client success goals.

· High emotional intelligence and empathy in client interactions.

· Strategic thinker with a proactive and ownership-driven approach.

· Comfortable managing multiple clients and complex projects in a fast-paced environment.