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 SAHI's 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 SLACSAT (Customer Satisfaction Score) : 85% positiveIssue Resolution Time : 95% issues resolved within TATClient Retention Rate : 95%SLA Adherence : 98%Upsell Opportunities Identified : Minimum 1 per key client per quarterEscalation Rate :Monthly / Quarterly Client Reviews Conducted : 100% of key clients coveredObjectives and Key Results (OKRs) :
O1 : Ensure seamless client onboarding and operational handoverO2 : Deliver best-in-class client servicing for staffing and apprenticeship solutionsO3 : Drive client renewal and account expansionO4 : Institutionalize a culture of client-centricity across SAHI delivery teamsKR1 : 100% onboarding completion within SLAKR2 : Zero escalations during onboardingKR3 : Client documentation completed within 7 working daysKR1 : Maintain 85% CSAT across clientsKR2 : Resolve 95% of client issues within 3 working daysKR3 : Conduct quarterly VOC analysis and improvement actionsKR1 : Achieve 95% client renewal rate annuallyKR2 : Identify and support at least 1 cross-sell / upsell initiative per quarter per strategic clientKR3 : Support client transitions into additional SAHI offerings (housing, insurance, EWA)KR1 : Conduct 1 customer success workshop per quarter for internal teamsKR2 : Integrate client feedback loops into monthly operational reviewsKR3 : 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 preferredProficiency in CRM systems (Zoho, Salesforce) and reporting tools (Excel, PowerPoint)Excellent relationship management, communication, and problem-solving skillsAbility to handle multiple priorities and work cross-functionally in a fast-paced environmentProactive, ownership-driven approach with a strong focus on customer experience