Client Success & NPS Executive

Designation – Client Success & NPS Executive

Location – 1st Floor, Tower-A, UNITECH CYBER PARK, Durga Colony, Sector 39, Gurugram, Haryana 122003

About the Role

We are looking for a proactive and empathetic Client Success & NPS Executive to serve as the voice of our clients within the organization. This role will be responsible for conducting structured client feedback calls, measuring client satisfaction through NPS (Net Promoter Score), identifying client concerns, and providing leadership with actionable insights on account health.

The ideal candidate is an excellent communicator who can build trust with clients, uncover hidden concerns, identify early warning signs, and ensure that client feedback reaches the right stakeholders for timely action.

Key Responsibilities

Client Health & NPS Management

• Conduct monthly client feedback and NPS calls across assigned accounts.
• Ask structured satisfaction and service-quality questions to assess client sentiment.
• Capture client feedback, concerns, expectations, and improvement suggestions.
• Calculate and maintain NPS scores for all active clients.
• Track NPS trends and client satisfaction metrics over time.

Client Risk Identification

• Identify early signs of dissatisfaction, engagement drop, or potential churn risks.
• Flag stressed, unhappy, or high-risk accounts to senior leadership.
• Prepare account health reports highlighting client sentiment and risk indicators.
• Escalate critical concerns requiring leadership intervention.

Reporting & Coordination

• Maintain accurate records of client conversations, feedback, and action items.
• Share monthly Voice of Customer (VOC) reports with leadership.

Requirements

• 1–4 years of experience in Client Success, Customer Success, Client Servicing, Account Management, Customer Experience, or related roles.
• Excellent verbal communication and active listening skills.
• Strong probing and questioning ability to uncover genuine client feedback.
• Ability to handle difficult conversations professionally and empathetically.
• Strong documentation, reporting, and follow-up skills.
• Comfortable conducting client interviews and presenting insights to leadership.
• Experience with CRM tools, Google Workspace, and Excel/Sheets.
• Basic understanding of digital marketing services is preferred.

Key Skills

Client Communication | Customer Success | NPS Management | Client Retention | Stakeholder Management | Active Listening | Escalation Management | Account Health Monitoring | Relationship Management | Reporting & Documentation

Why This Role Matters

This role acts as the organizations early warning system. By regularly capturing client sentiment and identifying risks before they become problems, the Client Success & NPS Executive helps improve retention, strengthen relationships, and provide leadership with clear visibility into overall client health.