Customer Success Manager (Key Account Manager)

About the Role

Own and grow a portfolio of enterprise client accounts in the region. You will keep clients successful through strong relationships and delivery governance, and mine each account for upsell and cross-sell to deliver the annual regional target.

Key Responsibilities

Account Mining and Upselling

• Identify expansion opportunities within existing client portfolios and convert them into upsell and cross-sell across Taggd’s recruitment and related service lines
• Build an account plan for each key client covering stakeholders, service lines in use and growth opportunities
• Deliver the region’s annual revenue target through portfolio retention and account expansion

Client Relationship Management

• Act as the primary strategic relationship owner for client stakeholders, HR leaders and business unit heads
• Keep client satisfaction high and secure long-term retention and renewal

Talent Acquisition Coordination

• Work closely with the internal Talent Acquisition and delivery operations teams to track open requisitions and delivery against agreed turnaround times
• Address fulfilment bottlenecks promptly, before they affect SLA or client confidence

Sales and Business Development Alignment

• Collaborate with Sales and BD teams during client onboarding and hand-offs to ensure seamless operational continuity
• Work with Sales and BD to drive organic growth across the account portfolio

Governance and Escalation Management

• Conduct regular governance reviews with clients to track engagement health
• Resolve operational escalations, such as delayed deliveries or SLA mismatches, and restore service health quickly
• Secure long-term partnership continuity across the portfolio

What We’re Looking For

• 8+ years in Account Management, Client Servicing or Business Development
• Direct experience in the Recruitment Industry or a BFSI (Banking, Financial Services and Insurance) environment (mandatory requirement)
• Proven record of account mining, upselling and cross-selling against an annual revenue target
• Ability to build and manage relationships with HR leaders and business unit heads, with a professional client presence
• Experience handling Sales, BD and Talent Acquisition mandates across functions
• Understanding of Talent Acquisition workflows, account servicing methods and client delivery lifecycles
• Strong communication with executive clarity, and quick responsiveness to clients
• Career stability, with at least 2 years of continuous tenure in each previous organisation
• Full-time BE / B.Tech or MBA graduate

What Success Looks Like (Top KPIs)

• Revenue Target: ₹2 Crores annually (100% of target)
• Account Growth: upsell and cross-sell as per the agreed annual plan
• Client Retention: 100% of key accounts retained
• Client CSAT: 4/5 or higher, quarterly
• Delivery Against TAT: 90% of closures within SLA
• Escalation Closure: no open critical escalation
• Governance Cadence: 100% of agreed client reviews held on schedule