General Manager - Customer Success

LHH is on its journey to build its brand presence in India by integrating the global brand principles, business enabling processes and proven delivery practices along with a local go-to-market strategy (as a part of the TAG ecosystem) to be the one-stop Talent and Career Solutions company for our customers and candidates, in India. The General Manager - Customer Success serves as the strategic link between clients and delivery teams, ensuring each engagement delivers value, measurable impact, and a superior client experience.

Reporting Relationships- Reports to Country Manager – LHH India

Key Accountabilities:

Account Management, Retention & Expansion:

·Lead & manage multiple complex client accounts while building strong, trusted relationships.

·Partner closely with Sales to develop growth strategies and identify upsell and cross-sell opportunities.

Project Management & Delivery Governance

·Act as the primary point of contact for clients following deal closure.

·Manage project governance, including project plans, risk management, timelines, and structured reporting.

Account Implementation

·Oversee implementation of services across Career transition, Leadership Development, and related solutions.

·Ensure all contractual KPIs, deliverables, and reporting commitments are met consistently.

Client Reporting & Insights:

·Conduct Quarterly and Monthly Business Reviews (QBRs/MBRs).

Key Performance Indicators (KPIs)

·Client retention & renewal rates.

·Upsell/cross-sell revenue growth.

·Net Promoter Score (NPS) improvement and client satisfaction.

·QBR/MBR delivery coverage and consistency.

·Present data-driven insights, performance outcomes, and recommendations to clients and stakeholders.

Quality, Compliance & Risk Management:

·Ensure high-quality, on-time delivery of all programs and services.

·Proactively identify risks, manage escalations, and implement mitigation plans.

Tactical Account Operations:

·Oversee operational execution including logistics, system updates (e.g., Orbit), invoicing alignment, and internal coordination.

Collaboration & Resource Optimization:

·Partner with cross-functional teams including Solutions, Delivery, and Sales to ensure seamless delivery and operational excellence.

·Optimize internal resources to support client success and business growth.

Key Performance Indicators (KPIs)

·Client retention & renewal rates.

·Upsell/cross-sell revenue growth.

·Net Promoter Score (NPS) improvement and client satisfaction.

·QBR/MBR delivery coverage and consistency.

·10+ years of experience in Customer Success, Client Services, or HR/Talent Consulting, with a proven track record of managing complex enterprise accounts and driving customer retention and growth.

·Demonstrated experience leading customer engagements across the full lifecycle—from onboarding and implementation through renewals and expansion.

·Strong background in project management, with the ability to manage multiple client initiatives, timelines, risks, and competing priorities.

·Proven capability in stakeholder management, working effectively with senior-level decision makers, cross‑functional partners, and external vendors.

·Experience operating in a fast-paced environment with strong ownership, accountability, and a results-driven approach.

Skills & Competencies:Exceptional communication skills—able to convey complex information clearly, facilitate client conversations, and deliver compelling presentations.

·Strong analytical and problem‑solving capabilities, with the ability to interpret data, identify trends, and generate actionable insights that drive client value.

·Highly polished presentation skills, comfortable leading business reviews (QBRs/MBRs) and influencing client stakeholders.

·Strong organizational and time‑management skills, with the ability to prioritize effectively in a dynamic environment.

Posting date: 23-09-2026