[Software Services] : AVP - Account Management / Client Partner

Job Title: Head – Customer Success / Account Management / Client Partner

Experience

12–18 Years

Location

Noida (Sec.129)

Role Overview

• We are looking for a seasoned leader to head our
• Customer Success function for Digital Transformation Services
• .
• This role is aligned with a

Client Partner / Account Director

profile in leading services organizations, with end-to-end ownership of

• Client relationships
• Account growth (farming)
• Delivery alignment
• Account profitability
• The candidate will drive
• long-term strategic partnerships, high retention, and expansion of enterprise accounts
• , ensuring successful delivery of digital transformation programs.

Key Responsibilities

1. Account Leadership & Growth

• Own and grow a portfolio of
• strategic / enterprise accounts

Drive

• account expansion
• through new initiatives in digital transformation
• Develop and execute
• account growth strategies and roadmaps
• Identify opportunities across
• technology transformation, modernization, and innovation initiatives

1. Client Relationship Management

Build strong relationships with

CXOs, Business Heads, and Technology Leaders

• Act as a
• trusted advisor
• on digital transformation journeys

Lead

• QBRs, MBRs, and executive governance forums
• Ensure high client engagement and satisfaction

1. Delivery Oversight & Execution Alignment

Collaborate with

Delivery / Engineering teams

to ensure

• High-quality execution
• SLA adherence
• Timely delivery of transformation programs
• Ensure smooth
• transition from sales to delivery
• Act as escalation point for critical client issues

1. Customer Success & Retention

Drive

client retention and long-term engagement

Track account health metrics such as

Engagement

• Delivery performance
• Client satisfaction
• Proactively identify risks and implement mitigation strategies

1. Revenue & Commercial Ownership

Own

revenue targets from existing accounts

Drive

• renewals, contract expansions, and margin improvement
• Lead commercial discussions, proposals, and negotiations

1. Team Leadership & Capability Building

Build and lead a team of

Customer Success Managers / Account Managers

• Define KPIs, goals, and performance frameworks
• Mentor team on
• client engagement, strategic selling, and delivery alignment

1. Governance & Reporting

• Establish governance frameworks for
• account performance and delivery reviews

Track key metrics

• Revenue growth
• Account profitability
• Retention & churn
• Present regular updates to leadership

1. Cross-Functional Collaboration

Work closely with

• Sales teams
• for account expansion
• Delivery teams
• for execution excellence
• Leadership teams
• for strategic alignment
• Ensure seamless
• end-to-end customer lifecycle management

Must-Have Skills & Experience

Domain Expertise

• Strong experience in
• Digital Transformation / IT Services / Consulting organizations
• Proven track record of
• managing and growing enterprise accounts
• Experience in delivering
• large-scale digital transformation programs

Strong understanding of

• Technology consulting
• Modernization initiatives
• Enterprise delivery models

Role Background

Experience in roles such as

Account Director

Client Partner

Engagement Manager

Customer Success Leader (Services)

Leadership & Business Skills

• Strong stakeholder management (CXO-level)
• Excellent commercial acumen and negotiation skills
• Proven team leadership and scaling experience
• Strategic thinking with strong execution focus

Good-to-Have

Experience with

global clients (US / Europe markets)

Exposure to

• cloud, data, AI, or platform-led transformation initiatives
• Experience managing
• multi-million-dollar accounts

KPIs / Success Metrics

Client Retention Rate

Revenue Growth from Existing Accounts

Expansion Revenue (Upsell / Cross-sell)

Customer Satisfaction (CSAT / NPS)

Churn Rate

Account Health Score

Renewal Rate

Pipeline from Existing Accounts