Associate Vice President - Client Success

We are looking for an Associate Vice President Client Success to lead our Client Success function, with 70% focus on team and function management and 30% on directly managing strategic and high-value client accounts. The role will be responsible for building a high-performing team, driving client retention, revenue and account growth, overseeing the client portfolio and order book, and personally managing key client relationships while working closely with Sales, Product, Operations, and other internal stakeholders to drive client and business outcomes.

Key Responsibilities

• Lead and manage a Client Success team, providing direction, coaching, mentoring and performance management.
• Own the client portfolio and order book, with direct accountability for revenue, renewals, retention, engagement and account growth.
• Build and maintain strong relationships with key client stakeholders, understand their business needs, and ensure continued value delivery
• Develop account strategies to drive client engagement, retention, renewals, upselling and cross-selling across the portfolio.
• Monitor the health of client accounts, identify risks and growth opportunities, and ensure timely interventions to grow revenue.
• Act as the senior escalation point for critical client issues and work with internal teams to drive timely and effective solutions.
• Conduct regular reviews of the client portfolio and provide leadership with visibility to revenue performance, renewals, risks, and growth opportunities.
• Work closely with Sales, Product, Marketing teams to ensure seamless client delivery and translate client feedback into actionable improvements.
• Drive a culture of proactive account management, ensuring the team identifies opportunities and risks well ahead of renewals and escalations.

Required Skills & Experience

• 5-7 years of experience in Client Success, Customer Success, Account Management, Key Accounts Management.
• Mandatory experience in managing a Client Success / Account Management team of at least 3-5 members.
• Proven experience in owning and managing a client portfolio/order book with revenue responsibility.
• Strong track record of driving client retention, engagement, renewals, upselling, cross-selling, and account growth.
• Experience in managing strategic or high-value client accounts and engaging with senior stakeholders.
• Hands-on experience working with CRM tools.
• Proficiency in MS Excel for data analysis, reporting, and tracking key business metrics.
• Strong proficiency in PowerPoint with the ability to create clear, structured presentations for internal and client stakeholders.
• Excellent stakeholder management, communication, negotiation, and problem-solving skills.
• Strong commercial orientation with the ability to connect client success initiatives with revenue and business outcomes.