Customer Success Manager

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Business Type: Consulting Firm

Company Type: Product & Service

Business Model: B2B

Funding Stage: Pre-seed

Industry: Information Technology

Job Description

Senior Manager- Customer Success and Growth

Kadel Labs is a leading IT services company delivering top-quality technology solutions since 2017, focused on enhancing business operations and productivity through tailored, scalable, and future-ready solutions. With deep domain expertise and a commitment to innovation, we help businesses stay ahead of technological trends. As a CMMI Level 3 and ISO 27001:2022 certified company, we ensure best-in-class process maturity and information security, enabling organizations to achieve their digital transformation goals with confidence and efficiency.

We are looking for an experienced Customer Success Manager / Account Manager to build and strengthen long-term relationships with enterprise customers while driving account growth and customer satisfaction.

The ideal candidate will have a strong background in IT Professional Services, exceptional communication and stakeholder management skills, and a proven ability to identify growth opportunities within existing customer accounts. This role requires a strategic thinker who can collaborate across business and technology teams to ensure successful project delivery and maximize customer value.

Key Responsibilities

Customer Relationship Management

• Build, nurture, and maintain strong relationships with enterprise customers and key stakeholders.
• Serve as the primary point of contact for assigned customer accounts.
• Understand customer business objectives and align service delivery to meet their expectations.
• Conduct regular business reviews and provide strategic recommendations to customers.

• Identify opportunities for account expansion, cross-selling, and upselling IT services.
• Develop account growth strategies and drive revenue from existing customers.
• Collaborate with Sales, Delivery, and Leadership teams to maximize customer value.
• Track account health, customer satisfaction, and growth metrics.

• Ensure successful delivery of projects and services by coordinating with internal teams.
• Proactively resolve customer concerns and manage escalations.
• Monitor project milestones, service quality, and customer expectations.
• Drive high customer retention and long-term partnerships.

• Engage effectively with CXOs, business leaders, and technical stakeholders.
• Translate customer business needs into actionable plans for delivery teams.
• Facilitate communication between customers and internal technical teams.

• Mentor team members and contribute to building a high-performing customer success function.
• Drive continuous improvement initiatives and best practices.
• Contribute to organizational growth by identifying new business opportunities and strengthening customer partnerships.

• 8–12 years of experience in Customer Success, Account Management, Client Relationship Management, or Business Consulting within the IT Professional Services industry.
• Excellent verbal, written, and presentation communication skills.
• Proven experience managing enterprise customer accounts and executive stakeholders.
• Experience in IT Professional Services is mandatory.
• Prior experience as a Business Analyst, Product Manager, Software Developer, Technical Consultant, or similar technology-focused role is preferred but not mandatory.
• Strong customer relationship management and stakeholder engagement capabilities.
• Demonstrated ability to drive account growth, customer retention, and business expansion.
• Experience working closely with cross-functional teams including Delivery, Engineering, Product, and Sales.
• Strong problem-solving, negotiation, and conflict-resolution skills.
• Leadership mindset with the ability to influence teams and drive business outcomes.

• Bachelor's degree in Engineering, Computer Science, Information Technology, or a related field.
• MBA or equivalent postgraduate qualification is an added advantage.