Customer Success Manager - LHH India

• Reports to Country Manager - LHH India

• None

• Bengaluru or Mumbai

• Lead & manage multiple complex client accounts while building strong, trusted relationships.
• Partner closely with Sales to develop growth strategies and identify upsell and cross-sell opportunities.

• Act as the primary point of contact for clients following deal closure.
• Manage project governance, including project plans, risk management, timelines, and structured reporting.

• Oversee implementation of services across Career transition, Leadership Development, and related solutions.
• Ensure all contractual KPIs, deliverables, and reporting commitments are met consistently.

• Conduct Quarterly and Monthly Business Reviews (QBRs/MBRs).
• Present data-driven insights, performance outcomes, and recommendations to clients and stakeholders.

• Ensure high-quality, on-time delivery of all programs and services.
• Proactively identify risks, manage escalations, and implement mitigation plans.

• Oversee operational execution including logistics, system updates (e.g., Orbit), invoicing alignment, and internal coordination.

• Partner with cross-functional teams including Solutions, Delivery, and Sales to ensure seamless delivery and operational excellence.
• Optimize internal resources to support client success and business growth.

• Client retention & renewal rates.
• Upsell/cross-sell revenue growth.
• Net Promoter Score (NPS) improvement and client satisfaction.
• QBR/MBR delivery coverage and consistency.

• 10+ years of experience in Customer Success, Client Services, or HR/Talent Consulting, with a proven track record of managing complex enterprise accounts and driving customer retention and growth.
• Demonstrated experience leading customer engagements across the full lifecycle-from onboarding and implementation through renewals and expansion.
• Strong background in project management, with the ability to manage multiple client initiatives, timelines, risks, and competing priorities.
• Proven capability in stakeholder management, working effectively with senior-level decision makers, cross-functional partners, and external vendors.
• Experience operating in a fast-paced environment with strong ownership, accountability, and a results-driven approach.

• Exceptional communication skills-able to convey complex information clearly, facilitate client conversations, and deliver compelling presentations.
• Strong analytical and problem-solving capabilities, with the ability to interpret data, identify trends, and generate actionable insights that drive client value.
• Highly polished presentation skills, comfortable leading business reviews (QBRs/MBRs) and influencing client stakeholders.
• Strong organizational and time-management skills, with the ability to prioritize effectively in a dynamic environment.
• Relationship-oriented mindset with a focus on building trust, ensuring customer satisfaction, and driving long-term partnership success.
• A proactive, solutions-focused approach with a commitment to continuous improvement and service excellence.

• Partner closely with senior leadership and play a key role in shaping and executing strategic customer programs that directly influence business outcomes.
• Potential growth pathway with opportunities to expand scope, lead complex enterprise accounts, and take on broader regional or global responsibilities.
• Be part of a purpose-driven, global organization that invests in people development, innovation, and career mobility.
• Work in a collaborative, high-performing environment where your ideas, insights, and client impact are truly valued.

• Growth opportunities within a human resources global leader
• We prioritize learning to stay agile in an increasingly competitive business environment
• We foster an open-minded environment where people spark new ideas and explore alternatives

LHH