Customer Success Manager

Heaptrace

Job Location:

Pune - India

Monthly Salary: Not Disclosed

Posted on: 20 hours ago

Vacancies: 1 Vacancy

Job Summary

Customer Success Manager (IT Services & Consulting)

Location - Pune India (Work from Office)

Experience - 46 Years

Qualification - MBA / PGDM (Marketing Operations IT International Business) preferred

Employment Type - Full-Time

About HeapTrace Technology-

HeapTrace Technology is a rapidly growing IT Services and Consulting company specializing in Software Development Cloud & DevOps AI/ML Quality Engineering Data Engineering and Digital Transformation. We work with clients across the United States Europe and other global markets delivering high-quality technology solutions through dedicated teams and project-based engagements.

We are looking for a highly professional client-focused and communication-driven Client Success Manager who can act as the bridge between our clients and delivery teams while ensuring exceptional customer experience and long-term relationship management.

Role Overview-

The Client Success Manager will be responsible for managing client relationships driving effective communication coordinating with delivery teams tracking action items ensuring timely follow-ups and maintaining high levels of client satisfaction.

The ideal candidate should possess exceptional English communication skills strong email writing capabilities excellent stakeholder management abilities and a proactive ownership mindset.

This role requires regular interaction with international clients and internal cross-functional teams to ensure commitments are delivered effectively and client expectations are consistently exceeded.

Key Responsibilities-

Client Relationship Management-

Serve as the primary point of contact for assigned client accounts.

Build strong and long-lasting relationships with clients.

Develop a deep understanding of client business objectives and expectations.

Conduct regular client touchpoints status meetings and relationship reviews.

Ensure high levels of client satisfaction and engagement. Client Communication & Email Management-

Draft and manage professional client communications including emails follow-ups status updates meeting summaries and escalation responses.

Maintain a high standard of written and verbal communication.

Ensure timely and accurate responses to client inquiries.

Communicate project updates risks issues and resolutions effectively. Project Coordination & Follow-Up-

Coordinate closely with Project Managers Delivery Managers Engineering Teams QA Teams and Leadership.

Track deliverables commitments and project milestones.

Ensure action items are assigned monitored and completed on time.

Follow up proactively with internal teams to drive accountability and execution.

Escalate risks and blockers appropriately when required.

Meeting Management & Governance-

Schedule and facilitate client meetings.

Prepare meeting agendas and discussion points.

Capture Minutes of Meeting (MOM) and distribute action items within 24 hours.

Track action item closure and maintain accountability across stakeholders.

Maintain organized documentation of client communications and decisions.

Customer Success & Retention-

Identify potential risks impacting client satisfaction.

Address concerns proactively before they become escalations.

Support account retention and long-term relationship growth.

Drive continuous improvement in customer experience.

Work closely with leadership on strategic accounts and key customer initiatives.

Reporting & Operational Excellence-

Prepare weekly and monthly client status reports.

Track customer health project progress and communication effectiveness.

Maintain CRM project tracking systems and account documentation.

Provide visibility into open risks issues and dependencies.

Required Skills-

Communication Excellence-

Exceptional written and verbal English communication.

Outstanding business email writing skills.

Ability to communicate confidently with international clients.

Strong presentation and meeting facilitation skills.

Client Management-

Strong relationship-building capabilities.

Stakeholder management and expectation management skills.

Ability to handle difficult conversations professionally.

Customer-first mindset with strong ownership.

Project Coordination-

Understanding of software development lifecycle (SDLC).

Familiarity with Agile and Scrum methodologies.

Ability to manage multiple clients and priorities simultaneously.

Strong attention to detail and organizational skills.

Tools & Systems-

Experience with one or more of the following:

Jira

Teamwork

ClickUp

Asana

Microsoft Office

Google Workspace

CRM Systems

Preferred Experience-

Experience in IT Services Software Development SaaS Consulting or Technology Companies.

Experience managing US UK European or international clients.

Exposure to software development projects cloud projects QA engagements or managed services.

Experience working in a client-facing coordination or account management role.

Key Performance Indicators (KPIs)-

Client Satisfaction Score (CSAT)

Client Retention Rate

On-Time Action Item Closure

Communication Quality & Responsiveness

Meeting Effectiveness & MOM Compliance

Escalation Resolution Effectiveness

Account Growth Support

Internal Coordination Efficiency

What Success Looks Like-

Within the first 6 months the successful candidate will:

Independently manage assigned client accounts.

Build strong relationships with key stakeholders.

Ensure timely follow-up and closure of commitments.

Improve communication effectiveness across projects.

Reduce management overhead through proactive coordination.

Become a trusted advisor and communication bridge between clients and delivery teams.

Why Join HeapTrace-

Work directly with international clients.

Exposure to cutting-edge technology projects.

Fast-growing organization with significant career growth opportunities.

Collaborative and entrepreneurial work culture.

Opportunity to develop into future leadership roles in Client Success Account Management or Delivery Management.

Required Experience:

Customer Success Manager (IT Services & Consulting)Location - Pune India (Work from Office)Experience - 46 YearsQualification - MBA / PGDM (Marketing Operations IT International Business) preferredEmployment Type - Full-TimeAbout HeapTrace Technology-HeapTrace Technology is a rapidly growing IT Serv...