Client Success Manager

: Client Success Manager

• Location: Khalapur Campus/ Navi Mumbai (KAIN Cosmeceuticals)
• Department: Client Success
• Reporting To: Head Client Success / Founders
• Role Overview:

The Client Success Manager is responsible for ensuring that all client brands working with KAIN have a seamless, transparent, and high-performing experience across NPD, manufacturing, supply chain, and dispatch.

This role acts as a strategic partner to client brands and internally drives coordination across NPD, Production, QA/QC, Procurement, and Packaging Development to deliver projects on time and beyond expectations.

• Key Responsibilities:
• 1. Relationship & Account Management
• Serve as the primary relationship owner for assigned client brands.
• Understand client goals, brand positioning, product pipeline, and annual plans.
• Conduct monthly/quarterly business reviews with clients.
• Build long-term trust through consistent communication and proactive problem-solving.
• 2. Project & NPD Management
• Work closely with NPD and R&D teams to ensure smooth progression of new product development.
• Track the full lifecycle: concept ? sampling ? approvals ? pilot ? production readiness.
• Ensure clients share timely feedback, documents, artworks, and compliance requirements.
• 3. Supply Chain & Execution Coordination
• Coordinate with Procurement on RM/PM planning and ensure adequate availability.
• Track vendor lead times, risk alerts, shortages, and follow-ups.
• Align with Production Planning to schedule batches, manage prioritisation, and monitor progress.
• Track QA/QC release status and remove bottlenecks proactively.
• 4. Sales Order & Delivery Management
• Validate and process client purchase orders (pricing, MOQ, lead time, commercial terms).
• Share delivery timelines and weekly status updates with clients.
• Coordinate dispatch, logistics, documentation, and ensure on-time delivery.
• Handle any post-delivery issues or quality escalations with speed and clarity.
• 5. Issue Resolution & Continuous Improvement
• Take ownership of client escalations and ensure quick resolution.
• Identify recurring challenges and propose process improvements for internal teams.
• Document all updates in CRM/trackers and maintain 100% information transparency.
• 6. Business Analytics & Forecasting
• Maintain detailed dashboards for order pipelines, NPD status, supply chain risks, and delivery timelines.
• Share insights on client order behaviour, forecast deviations, and inventory risks.
• Support Management with client-level reporting and projections.
• Required Skills & Qualifications
• Bachelors Degree (Science, Pharmacy, Chemical Engineering, Cosmetics Technology, Business Management preferred).
• 5+ years experience in Client Servicing, Account Management, Operations, Supply Chain or Project Management (FMCG, Beauty, Pharma or Manufacturing preferred).
• Strong knowledge of supply chain basicslead times, RM/PM, planning, QA/QC processes.
• Excellent communication (spoken + written) and presentation skills.
• Ability to manage multiple brands and parallel projects in a fast-paced environment.
• Advanced Excel/Google Sheets competency.

Key Competencies

• Strong ownership & accountability
• Structured communication
• Positive relationship-building
• Problem-solving & agility
• Attention to detail
• Cross-functional collaboration

Why Join KAIN Cosmeceuticals

• Work directly with a wide range of beauty & personal care brands.
• Exposure to the full lifecycle of product development and manufacturing.
• Part of the worlds first Green Contract Manufacturing ecosystem.
• Fast growth environment with a strong focus on innovation and process excellence.