Client Strategy & Success Manager

This role exists to retain, grow, and systemize client relationships.

You are not a support agent.
You are not a cheerleader.

You are accountable for client outcomes, renewals, upsells, and long-term value.

If you cannot challenge clients, manage expectations, or convert strategy into execution, do not apply.

Core Responsibilities
Client Ownership & Relationship Management

Own a portfolio of active clients end-to-end

Act as the single point of contact post-onboarding

Lead regular client check-ins, reviews, and planning calls

Control scope, timelines, and expectations without escalation

Identify risks early and prevent churn

Strategy & Value Delivery

Understand each client’s business model, goals, and constraints

Translate business goals into clear execution plans for internal teams

Ensure delivered work aligns with commercial objectives

Push back on poor ideas or unrealistic expectations using logic

Identify gaps, missed opportunities, and expansion areas

Success Metrics & Retention

Drive renewals, expansions, and long-term retention

Track client health using defined success indicators

Reduce churn through proactive intervention

Document wins, blockers, and risks consistently

Internal Coordination

Work closely with delivery, design, marketing, and ops teams

Convert client conversations into clear, actionable internal briefs

Maintain clarity on priorities and execution status

Eliminate miscommunication between client and delivery teams

Upsell & Account Growth

Identify natural upsell opportunities based on real client needs

Present expansions with clear business justification

Coordinate pricing, scope changes, and approvals

No hard selling. If you push irrelevant services, you are doing it wrong

Daily Work Includes

Client calls and follow-ups

Reviewing active projects and progress

Translating feedback into structured action items

Reviewing performance metrics and reports

Internal alignment calls with delivery teams

Preparing QBRs, summaries, and next-step plans

Outcomes You Are Responsible For

High client retention

Clear client communication with zero ambiguity

Predictable renewals and account growth

Fewer escalations and last-minute surprises

Clients who understand what they are getting and why

Required Experience & Skills

3–6 years in client success, account management, or strategy roles

Experience with B2B clients, agencies, or service businesses

Strong written and verbal communication

Ability to say “no” and explain why

Structured thinking and documentation discipline

Comfort with metrics, reporting, and accountability

Tools You Should Already Know

CRM tools: HubSpot, Pipedrive, Salesforce, or similar

Project management tools: Trello, ClickUp, Asana, Notion

Google Workspace

Presentation and reporting tools

What This Role Is NOT

Not customer support

Not order taking

Not a junior coordination role

Not a passive relationship role

If you need constant direction or avoid difficult conversations, you will fail here.

Reporting Structure

Reports directly to leadership

Works cross-functionally with delivery and operations teams

Performance Review Criteria

Client retention rate

Revenue growth per account

Client feedback quality

Internal execution clarity

Reduction in churn-related issues

Compensation

₹50,000 – ₹60,000 per month
Final offer depends on your skills and the value you add to the system.