Sales Manager (Client Success)

Key Responsibilities

1. Client Success & Account Growth (Primary Focus)

• Act as the primary relationship owner for key client accounts.

• Ensure smooth onboarding and transition from sales to delivery teams.

• Develop long-term account growth strategies including upselling and cross-selling.

• Monitor customer satisfaction, project performance, and overall account health.

• Conduct regular business reviews (QBRs/MBRs) with clients.

• Proactively identify risks, resolve escalations, and prevent churn.

• Drive contract renewals and expansion opportunities.

• Maintain strong executive-level relationships with client stakeholders.

2. Sales & Revenue Management

• Achieve assigned revenue and retention targets.

• Manage the complete sales lifecycle from lead qualification to closure.

• Prepare customized proposals, presentations, and commercial negotiations.

• Maintain accurate sales pipeline and forecasting reports.

• Identify new business opportunities within existing accounts.

3. Business Analysis & Solution Consulting

• Understand client business objectives and translate them into technical solution proposals.

• Conduct discovery sessions and requirement-gathering workshops.

• Work closely with pre-sales, delivery, and technical teams to create tailored solutions.

• Ensure proposed solutions align with ROI expectations and strategic goals.

4. Marketing Collaboration

• Provide client insights and feedback to marketing teams for targeted campaigns.

• Support case study development, testimonials, and thought leadership initiatives.

• Participate in webinars, industry events, and brand-building activities.

• Contribute to go-to-market strategies for new service offerings.

5. Accounts & Financial Coordination

• Coordinate with finance for invoicing, collections, pricing models, and contract terms.

• Monitor revenue realization, margins, and profitability of accounts.

• Support budgeting and financial planning activities.

• Ensure compliance with commercial agreements and SLAs.

Required Qualifications

Experience

• 6–10 years of experience in IT services sales, SaaS, or technology consulting.

• Strong experience in account management and client success roles.

• Proven track record of revenue growth and client retention.

Skills

• Strong understanding of IT services, software development lifecycle, SaaS, or digital transformation solutions.

• Excellent communication, negotiation, and stakeholder management skills.

• Strong analytical and financial acumen.

• Experience with CRM tools (Salesforce, HubSpot, Zoho, etc.).

• Ability to work cross-functionally with delivery, marketing, and finance teams.

Key Performance Indicators (KPIs)

• Client retention rate

• Net revenue retention (NRR)

• Account expansion revenue

• Customer satisfaction (CSAT/NPS)

• Revenue target achievement

• On-time collections & margin performance

Preferred Qualifications

• MBA in Marketing, Business, or related field (preferred).

• Experience handling enterprise or mid-market clients.

• Exposure to international markets is an advantage.