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.