Senior Client Success Manager

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Infinity Business Services

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2009

🤝 B2B

🎯 Recruiter

B2B • Recruitment

Infinity Business Services is a B2B service provider that builds, trains, and manages offshore remote teams and virtual assistants for small and mid-size businesses. With over 15 years’ experience, they offer subscription-based, pre-vetted remote staff to handle administrative work, bookkeeping, legal support, real estate and pest-control operations support, tech troubleshooting, and digital marketing tasks so leaders can focus on growth. They emphasize fast onboarding, fixed transparent pricing, lifetime replacement guarantees, and confidential handling of client data.

📋 Description

• Lead, mentor, and oversee a team of 3–4 Account Managers handling multiple client portfolios. • Conduct weekly one-on-ones, performance reviews, and KPI assessments of the reporting managers. • Develop the team through coaching, feedback, and structured training sessions. • Ensure workload balance, adherence to SOPs, and timely reporting from the team. • Oversee all client communications handled by the Account Managers to ensure consistency, professionalism, and alignment with company standards. • Step in for high-priority or escalated client discussions when required. • Review and analyze client health metrics, renewal trends, and overall satisfaction scores. • Proactively identify risks or bottlenecks in client relationships and implement retention strategies. • Monitor key performance indicators such as retention rate, SLA adherence, escalation turnaround time, and reporting quality. • Collaborate with HR and Operations to design and implement performance frameworks for the client management team. • Ensure all reporting, timesheets, and dashboards (Clockify / Sheets) are accurate and updated regularly. • Create and implement process improvements to enhance service delivery and internal coordination. • Work closely with Operations, HR, and Technical teams to ensure smooth execution of cross-departmental processes. • Contribute to the new client onboarding strategy, ensuring Account Managers follow a consistent and client-centric approach. • Act as a bridge between leadership and the Account Management team for communication, planning, and execution.

🎯 Requirements

• Bachelor’s degree (Master’s preferred) in Business Administration, Marketing, or related field. • 3–4 years of experience leading Account Managers or Client Success teams. • Strong communication, analytical, and decision-making skills. • Proficiency in CRM and project management tools (Zoho, Asana, Slack, Google Workspace). • Ability to manage multiple priorities and delegate effectively. • High emotional intelligence and people management capability.

🏖️ Benefits

• Work from Home. • Night Shift - 07:30pm to 04.30am ( Monday to Friday ) & 03:00pm to 12:00am Alternate Saturday's (1st, 3rd, 5th - Working 2nd , 4th Off)