Customer Success Manager

Role Overview Heaptrace Technology is hiring a Customer Success Manager in Pune to bridge the gap between our international clients and software delivery teams. In this critical client-facing role, you will oversee customer relationships, facilitate communications, and ensure high levels of client satisfaction. Join our rapidly growing team and take ownership of key accounts across our global markets in the US and Europe. Key Responsibilities - Serve as the primary point of contact and build strong relationships with assigned global client accounts. - Coordinate with project managers, developers, and QA teams to ensure project milestones are met. - Track customer health and project progress, compiling weekly and monthly status reports. - Capture minutes of meetings and distribute action items to ensure timely closure by stakeholders. - Draft professional customer emails, follow-ups, and escalation responses to ensure clear communication. - Identify risk factors impacting client satisfaction and proactively mitigate escalations. - Support account retention and collaborate with leadership on growth opportunities for key accounts. Required Qualifications - Four to six years of client-facing relationship management experience in an IT services company. - Exceptional written and verbal English communication skills for interfacing with international clients. - Solid understanding of the software development lifecycle, Agile methodologies, and project flow. - Proficiency with project management tools such as Jira, Teamwork, ClickUp, Asana, or Monday.com. - MBA or PGDM in Marketing, Operations, IT, or International Business is preferred. Why Join Us At Heaptrace, we offer direct exposure to international clients and cutting-edge technology projects. Thrive in our collaborative, entrepreneurial culture with significant career advancement opportunities.