Customer Success Manager

Job Title: Customer Success Manager
Experience: 8–12 Years
Level: Manager/Sr Manager
Location: Work from Home
Office Timing: 16:00 to 01:00 hrs IST (Monday to Friday)
Role Objective
To drive client satisfaction, retention, and revenue growth by ensuring seamless service delivery,
proactively managing client relationships, and identifying opportunities for up-sell and cross-sell
across multiple outsourcing service lines.
Key Responsibilities
• Own end-to-end client relationship management, ensuring high satisfaction, retention, and
alignment with client expectations across all service lines.
• Act as the primary interface for clients, conducting regular governance calls, sharing updates,
and proactively addressing concerns or risks.
• Collaborate with Operations Managers to ensure timely and effective delivery, tracking SLAs
and ensuring commitments are consistently met.
• Partner with Quality Assurance Leads to review quality metrics, incorporate client feedback,
and drive continuous service improvement.
• Identify and drive revenue growth opportunities through up-selling and cross-selling of
additional services aligned to client needs.
Core Skills & Expertise (Must Have)
• Strong client relationship management and stakeholder engagement skills in B2B or
outsourcing environments.
• Proven ability to manage service delivery governance, including SLAs, escalations, and client
communication.
• Commercial acumen with experience in identifying and driving up-sell/cross-sell
opportunities.
Additional Skills & Expertise (Good to Have)
• Experience working across multiple service lines (Finance, HR, Technology, Marketing) in a
cross-functional setup.
• Familiarity with CRM and customer success tools (e.g., Zoho CRM, Salesforce).
• Exposure to quality frameworks, client feedback systems, and continuous improvement
practices.
• Demonstrated ability to integrate AI into relevant processes.
Qualifications
• Bachelor’s degree in Business, Commerce, Management, or a related field; MBA or equivalent
postgraduate qualification preferred.
• At least 6 years of experience in customer success, account management, or client-facing roles
within outsourcing, consulting, or professional services.
• Strong communication, negotiation, and problem-solving skills with a client-first mindset.

About the Company:

Bridgepoint Partners helps US small and mid-size businesses run leaner, faster, and smarter — without adding headcount. Bridgepoint Partners is a Remote Capability Centre (RCC) that delivers the back-office muscle growing companies need but rarely have time to build internally. We work with entrepreneur-led companies — typically 50 to 200 employees, at least four years in business — that have outgrown patchwork solutions but aren’t ready for the overhead of a full in-house operations team. Our services span four core pillars: • Accounting & Finance — Full-cycle accounting, financial reporting, payroll processing, and tax filing. • IT & Cybersecurity — Help desk support, infrastructure management, digital transformation, and custom software. • Digital Marketing — Content marketing and social media management built for the AI-driven internet. • HR & Compliance — Payroll compliance, recruitment support, and employee management. For select strategic clients, we extend into management consulting, project management, inside sales, and proposal support — acting as a true extension of your leadership team. We don’t replace your people. We reinforce them. Every engagement is backed by strong governance, measurable KPIs, and a direct line to senior leadership. If you’re a CEO, founder, or managing director who’s spending too much time on operations that should be running themselves — let’s talk.

Website- https://www.bridgepointpartners.net