Customer Success Manager

2 days ago

Gurgaon, Haryana, India Xshore Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Job Overview

We are looking for a proactive and client-focused
Customer Success Manager (CSM)
to manage relationships with our global real estate clients. This role is critical to ensuring clients see measurable value from Xshore's services by driving client satisfaction, retention, and growth. You'll be the primary point of contact for clients, overseeing onboarding, reporting, and offshore team performance while building long-term, strategic partnerships.

Key Responsibilities

  • Act as the primary relationship owner for assigned clients, ensuring trust, transparency, and strong communication.
  • Lead client onboarding and integration of offshore teams.
  • Understand client business goals and proactively recommend solutions to maximize value.
  • Conduct regular client check-ins and share performance reports.
  • Collaborate with internal teams (Talent Acquisition, Operations, Finance) for seamless service delivery.
  • Manage client escalations, resolving issues while strengthening relationships.
  • Drive client retention and account growth by identifying upsell and expansion opportunities.
  • Track client health, monitor KPIs, and provide leadership with insights on risks and opportunities.

Qualifications

  • 5–8 years of experience in Customer Success, Account Management, or Client Services, preferably in professional services, outsourcing, or real estate-related industries.
  • Strong communication, interpersonal, and relationship-management skills.
  • Ability to manage multiple client accounts and stakeholders with a structured, detail-oriented approach.
  • Proven problem-solving ability with a client-first mindset.
  • Familiarity with real estate investment, property management, or outsourcing (preferred).
  • Experience with CRM tools such as Zoho, HubSpot, or Salesforce (preferred).

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