Customer Success Manager

2 weeks ago

Gurgaon, Haryana, India Logicsofts Full time ₹ 5,00,000 - ₹ 12,00,000 per year

Job Description – Client Success / Account Manager

Location: Kirti Nagar, Delhi (On-site)

Type: Full-time

About Us -
We are a fast-growing digital agency with two verticals:
• LOGICSOFTS → SEO & digital marketing for small businesses (UK/India focus)
• Wave69 → Web design, SEO & marketing for the adult industry (global clients) We're looking for a Client Success / Account Manager to manage client relationships, ensure smooth delivery, and drive upsells & retention.

Responsibilities:


• Act as the primary point of contact for assigned clients (SEO, Paid Ads, Web Design, Hosting).


• Understand client business goals and ensure our services are aligned to them.


• Coordinate with internal teams (SEO, Ads, Web Dev, and Support) to ensure projects are on track.


• Deliver weekly/monthly performance reports to clients.


• Handle escalations and ensure issues are resolved quickly.


• Build strong relationships to increase retention and upsell opportunities.


• Keep CRM/Excel updated with client interactions, tasks, and next steps.

Key Result Areas (KRAs):

  1. Client Relationship Management – Maintain trust & satisfaction across all accounts.

  2. Delivery Oversight – Ensure projects/services are delivered on time & within scope.

  3. Upselling & Cross-selling – Identify opportunities for add-on services.

  4. Retention & Churn Management – Reduce client churn and maximize renewals.

  5. Reporting & Communication – Timely reports, calls, and updates.

Key Performance Indicators (KPIs):


• Client Retention Rate: 90%+ retention across accounts.


• Upsell Conversion Rate: Minimum 15–20% of accounts upsold in 6 months.


• Response Time: Acknowledge client queries within 4 working hours.


• Project Delivery: 95% projects delivered on or before deadline.


• CSAT (Client Satisfaction Score): Avg. 4.5/5 from feedback surveys.


• Renewals: 100% follow-up on contracts before expiry.

Requirements:


• 2–4 Years' experience in client-facing role (preferably in a digital agency/IT services)


• Strong understanding of SEO, Paid Ads, Web Design basics (not hands-on, but able to communicate with teams/clients).


• Excellent communication & presentation skills.


• Highly organised, with ability to manage multiple accounts.


• Comfortable with tools like Google Sheets/Excel, Teams, and CRMs (Zoho/HubSpot).

Compensation:


• Competitive salary (fixed + performance bonus based on retention/upsells).


• Clear growth path: Sr. Account Manager → Client Success Head (team lead).

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