Description:
This role exists to retain, grow, and systemize client relationships.
You are not a support agent.
You are not a cheerleader.
You are accountable for client outcomes, renewals, upsells, and long-term value.
If you cannot challenge clients, manage expectations, or convert strategy into execution, do not apply.
Core ResponsibilitiesClient Ownership & Relationship Management
- Own a portfolio of active clients end-to-end
- Act as the single point of contact post-onboarding
- Lead regular client check-ins, reviews, and planning calls
- Control scope, timelines, and expectations without escalation
- Identify risks early and prevent churn
Strategy & Value Delivery
- Understand each client’s business model, goals, and constraints
- Translate business goals into clear execution plans for internal teams
- Ensure delivered work aligns with commercial objectives
- Push back on poor ideas or unrealistic expectations using logic
- Identify gaps, missed opportunities, and expansion areas
Success Metrics & Retention
- Drive renewals, expansions, and long-term retention
- Track client health using defined success indicators
- Reduce churn through proactive intervention
- Document wins, blockers, and risks consistently
Internal Coordination
- Work closely with delivery, design, marketing, and ops teams
- Convert client conversations into clear, actionable internal briefs
- Maintain clarity on priorities and execution status
- Eliminate miscommunication between client and delivery teams
Upsell & Account Growth
- Identify natural upsell opportunities based on real client needs
- Present expansions with clear business justification
- Coordinate pricing, scope changes, and approvals
- No hard selling. If you push irrelevant services, you are doing it wrong
Daily Work Includes
- Client calls and follow-ups
- Reviewing active projects and progress
- Translating feedback into structured action items
- Reviewing performance metrics and reports
- Internal alignment calls with delivery teams
- Preparing QBRs, summaries, and next-step plans
Outcomes You Are Responsible For
- High client retention
- Clear client communication with zero ambiguity
- Predictable renewals and account growth
- Fewer escalations and last-minute surprises
- Clients who understand what they are getting and why
Required Experience & Skills
- 3–6 years in client success, account management, or strategy roles
- Experience with B2B clients, agencies, or service businesses
- Strong written and verbal communication
- Ability to say “no” and explain why
- Structured thinking and documentation discipline
- Comfort with metrics, reporting, and accountability
Tools You Should Already Know
- CRM tools: HubSpot, Pipedrive, Salesforce, or similar
- Project management tools: Trello, ClickUp, Asana, Notion
- Google Workspace
- Presentation and reporting tools
What This Role Is NOT
- Not customer support
- Not order taking
- Not a junior coordination role
- Not a passive relationship role
If you need constant direction or avoid difficult conversations, you will fail here.
Reporting Structure
- Reports directly to leadership
- Works cross-functionally with delivery and operations teams
Performance Review Criteria
- Client retention rate
- Revenue growth per account
- Client feedback quality
- Internal execution clarity
- Reduction in churn-related issues
Compensation
₹50,000 – ₹60,000 per month
Final offer depends on your skills and the value you add to the system.