Customer Success Manager

Location: Ahmedabad (Actowiz HQ) – Requires Regular Travel

Experience: 2-5 Years

Department: Sales

Reporting to: Head of Sales / CEO

Role Objective

The Customer Success Manager will act as the business owner for existing client accounts, driving revenue growth, strengthening relationships, and ensuring long-term client retention. This role goes beyond support — it focuses on maximizing account value through upselling, cross-selling, and strategic engagement.

Key Responsibilities

• Account Growth & Revenue Ownership
• Drive upsell and cross-sell opportunities within existing accounts
• Increase wallet share by expanding into new teams/departments within client organizations
• Identify new revenue opportunities aligned with client needs
• Generate referrals and build strong client advocacy
• Client Relationship Management
• Act as the primary point of contact for key accounts
• Build strong relationships with stakeholders and decision-makers
• Handle client escalations and ensure high satisfaction levels
• Conduct regular business reviews (QBRs) to align on goals and performance
• Delivery Coordination
• Work closely with internal delivery teams to ensure seamless execution
• Manage client expectations and ensure alignment with agreed scope
• Act as a bridge between business and technical teams
• Billing & Collections
• Oversee invoicing and ensure accuracy as per contracts
• Drive timely collections and minimize payment delays (DSO control)
• Handle billing discussions and resolve disputes effectively

• 2–5 years of experience in Customer Success / Account Management / IT Services Sales
• Strong experience in upselling, cross-selling, and account growth
• Excellent communication and stakeholder management skills
• Experience working with global clients / B2B environments
• Exposure to billing, invoicing, or collections is a plus
• Willingness to travel for client meetings (if required)

• Net Revenue Retention (NRR)
• Upsell & Cross-sell Revenue
• Collection Timelines (DSO)
• Customer Satisfaction & Retention

• High ownership role with direct impact on revenue
• Opportunity to work with global clients
• Performance-driven growth and incentives

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