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.