Associate Client Success Manager - Strategic & Key Accounts

As a vital member of i2c's Global Client Success team, the Associate Client Success Manager plays a key role in managing the day-to-day success, satisfaction, and growth of a portfolio of Strategic and Key accounts. This position requires working hours aligned with the assigned clients' time zones. Operating within a collaborative pod alongside Technology Account Management, the Associate acts as a consultative, highly organized, and responsive partner to clients. Building trusted relationships from the C-suite to daily operational contacts, the role focuses on protecting and expanding revenue while ensuring timely renewals.

Key Responsibilities

- Own the daily relationship management, client satisfaction, and overall success of assigned accounts within the pod, which shares joint ownership of the book.
- Respond promptly and clearly to all client requests, setting expectations and ensuring follow-through to closure.
- Drive revenue growth by identifying expansion and cross-sell opportunities, partnering with relevant teams to advance these initiatives.
- Support renewal processes, pricing discussions, and commercial negotiations in collaboration with the pod lead.
- Lead client deliverables from start to finish with strong project management skills, maintaining up-to-date and accurate account plans.
- Collaborate closely with the account’s Technology Account Manager and Implementation teams to deliver seamless client service.
- Build and nurture trusted relationships throughout the client organization, from executive leadership to operational contacts.
- Prepare for and actively support quarterly business reviews, continuously monitoring client health and proactively addressing any risks.
- Advocate for client needs within i2c by coordinating efforts across Product Operations, Implementations, and Support teams.
- Maintain detailed and accurate records in the Client Management Database (CMD), including client interactions, contacts, and account plans.
- Contribute to the pod’s collective goals related to client satisfaction, retention, and revenue growth.

Required Qualifications

- Bachelor’s degree in business, finance, technology, or a related field.
- 2 to 5 years of experience in client-facing roles such as account management, client success, or relationship management.
- Experience preferably in payments, card issuing or processing, banking, fintech, or SaaS industries.

Skills and Competencies

- Exceptional written and verbal communication skills, coupled with a strong professional presence.
- Excellent project management abilities; highly organized, detail-oriented, and execution-focused.
- A proactive ownership mindset with a genuine passion for client satisfaction and success.
- Proven ability to build trusted relationships across multiple levels within client organizations.
- Commercial awareness with experience in renewals, pricing, growth discussions, and sound negotiation skills.
- Comfortable working collaboratively as part of a team that jointly manages a portfolio of accounts.

Location

This position is based onsite in Lahore.

This role offers the opportunity to work closely with strategic clients in a dynamic environment, contributing directly to their success and i2c’s growth. The ideal candidate will be a highly motivated professional with a consultative approach and a strong commitment to client partnership.