Customer Success Manager

Job Title: Manager Customer Success (Central)

Industry: Workforce Management / Staffing / Apprenticeship

Level: Mid-Management

Job Location: Bangalore Head Office (supporting pan-India operations)

Position Type: Full Time

Role Category: Individual Contributor with Team Coordination

Reporting to: Senior Vice President / COO / CDO SAHI Work or Head Customer Success & Service Delivery

Cost Center: General Staffing or Apprenticeship

Salary Range (CTC): 3.5 7.5 LPA (depending on experience)

About SAHI Central Operations

The Central Operations team manages the entire backend and client management for SAHIs staffing vertical ensuring seamless HR administration statutory compliance associate lifecycle management payroll and invoicing across India for associates deployed at client locations.

Job Summary

The Manager Customer Success (Central) is responsible for ensuring smooth client onboarding managing client relationships ensuring timely service delivery driving high levels of satisfaction retention and revenue expansion for SAHIs staffing and apprenticeship service lines. The role demands close coordination with regional delivery teams compliance finance and client stakeholders to ensure service excellence.

Key Responsibilities (KRAs):

• Client Onboarding
• Smooth Transition
• Coordinate all activities from client handover to full operationalization
• Relationship Management
• SLA & Contract Management
• Client Nurturing
• Regularly engage with client stakeholders to address issues and escalate appropriately
• Service Delivery
• Monitor service-level agreements and ensure contractual commitments are met
• Issue Resolution
• Proactively resolve operational or compliance-related client issues
• Escalation Management
• Reporting
• Client Reporting
• Provide timely MIS reports dashboards and feedback loops to clients
• Renewal Management
• Upsell/Cross-sell Support
• Support renewals and upselling of benefits and workforce solutions
• Voice of Customer (VOC)
• Client Feedback
• Set up feedback mechanisms analyze input and drive corrective actions
• Coordination
• Internal Alignment
• Work closely with Central Operations Compliance Finance and Delivery teams for aligned customer experience

Key Performance Indicators (KPIs):

• Client Onboarding TAT: 100% onboarding within agreed SLA
• CSAT (Customer Satisfaction Score): 85% positive
• Issue Resolution Time: 95% issues resolved within TAT
• Client Retention Rate: 95%
• SLA Adherence: 98%
• Upsell Opportunities Identified: Minimum 1 per key client per quarter
• Escalation Rate: < 3% of total tickets raised
• Monthly/Quarterly Client Reviews Conducted: 100% of key clients covered

Objectives and Key Results (OKRs):

• O1: Ensure seamless client onboarding and operational handover
• O2: Deliver best-in-class client servicing for staffing and apprenticeship solutions
• O3: Drive client renewal and account expansion
• O4: Institutionalize a culture of client-centricity across SAHI delivery teams
• KR1: 100% onboarding completion within SLA
• KR2: Zero escalations during onboarding
• KR3: Client documentation completed within 7 working days
• KR1: Maintain 85% CSAT across clients
• KR2: Resolve 95% of client issues within 3 working days
• KR3: Conduct quarterly VOC analysis and improvement actions
• KR1: Achieve 95% client renewal rate annually
• KR2: Identify and support at least 1 cross-sell/upsell initiative per quarter per strategic client
• KR3: Support client transitions into additional SAHI offerings (housing insurance EWA)
• KR1: Conduct 1 customer success workshop per quarter for internal teams
• KR2: Integrate client feedback loops into monthly operational reviews
• KR3: Achieve >90% internal training participation rate

Ideal Candidate Profile:

• Bachelors or Masters degree (preferably MBA in Sales/Marketing/Operations)
• 48 years in customer success client management account management roles (preferably in staffing manpower services or allied industries)
• Experience in staffing HR solutions apprenticeship programs or allied services highly preferred
• Proficiency in CRM systems (Zoho Salesforce) and reporting tools (Excel PowerPoint)
• Excellent relationship management communication and problem-solving skills
• Ability to handle multiple priorities and work cross-functionally in a fast-paced environment
• Proactive ownership-driven approach with a strong focus on customer experience