Customer Success Manager/lient Sale Manager

Principal Duties & Responsibilities:

·       Collaborate with Sales to identify and support upsell and cross-sell opportunities that bring added value to the client and the business.

·       Partner with clients to develop strategic workforce plans that support their hiring and long-term growth goals.

·       Monitor internal targets and KPIs for hiring, delivery performance, and retention. Identify performance risks or resourcing issues and coordinate solutions with internal stakeholders.

·       Track client account margins, analyse trends, and make recommendations to drive financial growth and operational optimisation.

·       Participate in strategic review sessions with clients and internal leaders to ensure alignment of expectations and business objectives.

·       Support the ongoing improvement of client-related processes and communication flows.

·       Serve as a senior escalation point for issues impacting client satisfaction or strategic partnership.

·       Perform other duties as assigned related to client experience, account performance, and service delivery health.

Qualifications & Skills:

Required:

·       2+ years in client-facing B2B, account management, or international sales roles

·       3+ years in team leadership or performance management positions

·       Bachelor’s degree in a relevant field

·       Fluency in English (spoken and written)

·       Strong organizational and problem-solving skills

·       Excellent emotional intelligence and stress tolerance

·       Analytical thinking and data-driven decision-making

Preferred:

·       Experience conducting interviews and managing cross-functional projects

·       Technical literacy to navigate CRM, dashboards, and reporting tools

·       Background working in outstaffing, outsourcing, or professional services environments

Collaboration & Impact:

This role requires close collaboration with internal Delivery, Recruitment, Finance, and Training teams to ensure client satisfaction and the achievement of company-wide performance targets. The CSM acts as a strategic connector between client needs and operational capacity.