The Role:

We are seeking a Customer Success Manager who will play a key role in strengthening our customer success function, ensuring seamless onboarding, long-term client satisfaction, and sustained account growth.

This role requires someone who can take ownership of the client journey after the sale while also helping improve the systems and processes that support a growing global client base. You will work closely with delivery and leadership teams to ensure smooth project execution, maintain strong client partnerships, and drive retention and expansion opportunities.

The ideal candidate is comfortable operating in a fast-paced environment and enjoys balancing hands-on client engagement with process improvement and operational coordination. A strong technical background is required, with experience in Al/ML services, data annotation, or data operations strongly preferred.

Key Responsibilities:

• Client Onboarding & Relationship Management

  • Oversee client onboarding to ensure a smooth transition from sales to project delivery. Serve as the primary point of contact for assigned client accounts, building strong and lasting relationships.

  • Proactively identify and resolve client concerns to ensure a smooth and positive experience.

• Project Oversight & Coordination

  • Coordinate with internal teams, including project managers and other stakeholders, to ensure timely and high-quality project delivery.

  • Monitor ongoing project performance and flag potential issues or delays early. Ensure client expectations are aligned with internal capabilities throughout project execution.

• Customer Success & Retention

  • Track client satisfaction, usage patterns, and health indicators to ensure continued value delivery.

  • Facilitate feedback loops by gathering insights from clients and sharing them with internal teams to improve services.

  • Support contract renewals and identify opportunities to expand services within existing accounts.

• Account Growth & Advocacy

  • Identify upselling and cross-selling opportunities across existing accounts.

  • Support account expansion discussions in collaboration with leadership.

  • Encourage client advocacy through referrals, testimonials, and case study participation.

• Reporting & Operational Support

  • Address client questions related to invoicing, payments, and service usage.

  • Work closely with finance and accounting teams to ensure accurate billing and resolve discrepancies.

  • Maintain internal records and dashboards related to client status, payment history, and account performance.

Requirements:

• Experience: 5-8+ years in Customer Success, Account Management, or Client Services roles, ideally in B2B technology or service-based companies, including experience supporting or guiding junior team members.

• Technical Background: Strong familiarity with technology products or services. Experience in AI/ML, data labeling, data annotation, or data operations is strongly preferred.

• Communication Skills: Excellent verbal and written communication skills, with the ability to build trust and manage relationships with both technical and business stakeholders. Client Management: Proven ability to manage complex client relationships, handle escalations, and drive long-term account growth.

• Tools: Experience with CRM platforms such as HubSpot or Zoho, Google Workspace, and project management tools like ClickUp or Trello.

• Organizational Skills: Strong project coordination and multitasking ability, capable of managing multiple accounts and internal stakeholders simultaneously.

• Metrics Orientation: Familiarity with tracking customer success metrics such as client health, retention, and account expansion.

• Leadership Mindset: Strategic, proactive, and comfortable building processes and improving workflows while contributing to the growth of the customer success function.