Job Description

About the Role

We are looking for a proactive and client-focused Customer Success Manager (CSM) who will be responsible for building strong client relationships, ensuring satisfaction, and driving retention. The CSM will act as the primary point of contact for assigned clients and will ensure smooth delivery by coordinating between clients and the internal production team.

Key Responsibilities

Client Relationship & Communication

Act as the primary point of contact for assigned clients. Conduct client onboarding sessions, check-in calls, and review meetings. Understand client goals, branding guidelines, and content requirements. Maintain high levels of client satisfaction and address concerns proactively.
Project Coordination

Communicate client requirements clearly to internal teams. Assign tasks, monitor progress, and ensure timely delivery. Track project timelines, deadlines, and content schedules. Collaborate with project managers for daily workflow management.
Quality Control

Review content before sharing with clients. Ensure all work meets brand standards, quality parameters, and accuracy. Track revisions, client feedback, and final approvals.
Client Retention & Growth

Maintain strong client relationships to drive renewals. Identify upsell opportunities and introduce relevant service upgrades. Prepare client performance reports and improvement suggestions.
Internal Coordination

Work closely with editors, designers, project managers, and the operations team. Address internal issues affecting delivery or client satisfaction. Communicate regularly with management on client status and concerns.
Documentation & Reporting

Maintain CRM entries, client notes, subscription details, and communication updates. Prepare weekly client health check reports. Track service usage and task completion.

Skills & Qualifications

Required

Strong communication and interpersonal skills.

Understanding of video editing or graphic design workflows

. Ability to manage multiple clients simultaneously. Excellent organizational and time-management skills. Problem-solving approach with a customer-centric mindset.
Preferred

Experience in a creative agency, design studio, or SaaS environment. Basic understanding of branding, content strategy, and creative production. Ability to analyze client performance and propose solutions.

Key Performance Indicators (KPIs)

Client satisfaction score Client retention and renewal rate Task delivery accuracy and punctuality Number of escalations and resolution speed Upsell or plan upgrade conversions Internal quality issue ratio

Compensation & Benefits

Competitive salary Monthly performance incentives (if applicable) Growth and promotion opportunities Training and development support Professional and collaborative work environment

Apply on hr@krix.io with Subject: Name-CSM Application

Job Types: Full-time, Permanent

Pay: ?20,000.00 - ?30,000.00 per month

Benefits:

Leave encashment Paid sick time Paid time off Provident Fund
Work Location: In person