Customer Success Manager

Location - Pune, India (Work from Office)

Experience - 4–6 Years

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

Employment Type - Full-Time

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.

● 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.

● 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.

● 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.

● 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.

● 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.

● Exceptional written and verbal English communication.

● Outstanding business email writing skills.

● Ability to communicate confidently with international clients.

● Strong presentation and meeting facilitation skills.

● Strong relationship-building capabilities.

● Stakeholder management and expectation management skills.

● Ability to handle difficult conversations professionally.

● Customer-first mindset with strong ownership.

● 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.

Experience with one or more of the following:

● Jira

● Teamwork

● ClickUp

● Asana

● Monday.com

● Microsoft Office

● Google Workspace

● CRM Systems

● 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.

● 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

● 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.

● 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.