Customer Success Manager

Customer Success Manager (CSM), Global SI

Experience: 5 to 8 years | Location: Bengaluru

About the role

Own the health, delivery, and growth of active Global SI accounts. Where the BDM hunts new logos, the CSM ensures every won account delivers, renews, and expands. This is a relationship-and-delivery role.

Key responsibilities

• Own a portfolio of active SI accounts post-signing
• Drive delivery: submissions, interview-to-offer velocity, SLA adherence
• Run MBRs and QBRs; track account health and NPS
• Drive ECNB (Existing Client, New Business) expand scope within accounts
• Multi-thread relationships: TA Head, Hiring Managers, HRBP, Finance
• Own escalations end-to-end; ensure zero unplanned churn

Must-have

• 5–8 years in account management / client success / delivery management in staffing or IT services
• Demonstrated ability to grow accounts (ECNB), not just maintain
• Strong grasp of delivery metrics — submission ratios, offer-to-join, TAT
• Comfortable with senior stakeholders and day-to-day TA leads
• Understanding of contract staffing commercial models (mark-up, margins, SLAs)