Job Description

Customer Success Manager (CSM) - Consulting

Role Overview

The Customer Success Manager (CSM) in the Consulting team will serve as the primary

relationship owner for key clients, ensuring successful delivery of engagements, driving

client satisfaction, and enabling account expansion. The role requires a blend of

consulting mindset, relationship management, business acumen, and operational

excellence. The CSM will work closely with Advisory, Delivery, Valuation, Legal, and

Platform to ensure clients realise measurable value

Key Responsibilities

1. Client Relationship & Lifecycle Management

Collect structured feedback from clients across all consulting services, including
ESOP Advisory, Valuation, Trust Services, and related offerings.

Increase engagement and interaction with Indian clients through regular check-
ins, review calls, and relationship-building activities.

Act as the primary point of contact for assigned clients. Drive onboarding, orientation, and smooth implementation of consulting
engagements.

Ensure continuous engagement across the client lifecycle, from kick-off to
delivery closure.

Deeply understand client goals, challenges, and expectations.
Customer Success Manager (CSM) -

Consulting

2. Delivery Partnership & Internal Coordination

Work closely with consulting delivery teams to align on timelines, milestones, and
scope.

Review project status, mitigate risks, and ensure timely delivery. Coordinate cross-functionally with Product, Legal, and Valuation teams for
seamless client experience.

3. Client Success & Value Realisation

Track customer health metrics and anticipate risks before they escalate. Conduct periodic review meetings with clients. Build and share client insights with internal teams for continuous improvement.
4. Growth & Commercial Ownership

Invite clients to Qapita conferences, webinars, industry events, and thought-
leadership forums to strengthen engagement.

Maintain healthy, regular communication with clients through newsletters,
updates, and periodic interactions.

Identify upsell and cross-sell opportunities based on client needs. Support renewal discussions and proposal preparation. Build strong executive-level relationships to enhance account depth.
5. Issue Resolution

Handle escalations promptly with a solution-oriented mindset. Ensure clear communication between clients and internal stakeholders. Drive corrective actions and follow-through.
Required Skills & Competencies

1. Relationship & Communication Skills

Strong customer empathy and executive presence. Excellent written and verbal communication. Ability to influence stakeholders internally and externally.
2. Consulting & Analytical Mindset

Ability to understand client business models and compensation strategies. Strong analytical skills to interpret data and provide insights. Experience in compensation consulting, valuation, HR advisory, or related fields
is a strong advantage.

3. Project & Account Management

Ability to manage multiple accounts and consulting projects simultaneously. Strong organisational and time management skills. Proficiency in CRM tools (Salesforce) and project tools.
4. Business & Commercial Acumen

Understanding of revenue drivers, client ROI, and commercial levers. Ability to identify account risks and growth opportunities.
5. Problem Solving & Negotiation

Strong conflict resolution and de-escalation skills. Ability to think independently and propose actionable solutions.
Qualifications

4-8 years of experience in Customer Success, Consulting, Account Management,
or Client Delivery roles.

Experience in professional services, SaaS, HR tech, or compensation advisory
preferred.

Bachelor's degree in Business, Finance, HR, Economics, or related fields. MBA is
a plus.

Certifications in Customer Success or Project Management (optional but
beneficial).

Ideal Candidate Attributes

Proactive, ownership-driven, and comfortable managing senior client
stakeholders.

High attention to detail, with the ability to simplify complex topics. Collaborative, with strong alignment to Qapita's values of trust, excellence, and
customer-centricity.

Comfortable working in a fast-paced, evolving consulting environment.
Internal Alignment & Reporting

Reports to: Head of Consulting / Business Development. Works closely with: Advisory Consulting, Valuation, and Trust. Location - Pune - Work from Office Compulsory Travelling - Yes
Job Type: Full-time

Pay: ₹1,000,000.00 - ₹1,500,000.00 per year

Work Location: In person