Assistant Customer Success Manager CSM Remote Full-Time SC01

About Smart Working

Smart Working is a UK-based IT staffing and recruitment company with offshore operations in India. We place highly skilled developers on long-term client projects in the UK, ensuring seamless client–developer relationships and project success. As we scale to manage multiple client teams per month, we are strengthening our Customer Success (CS) team with leadership talent that can manage enterprise clients and support account growth.

Role Overview

The Assistant Customer Success Manager (CSM) will play a key role in managing large and strategic client accounts, acting as a trusted partner to clients and ensuring delivery excellence. This role will focus on client-facing responsibilities, account growth, escalations, and strategic reporting while day-to-day SW engagement remains with the CS Executives. The Assistant CSM will directly support the Head of CS and take ownership of Tier 1 and Tier 2 accounts.

• Client & Account Management
• Act as the primary point of contact for assigned key client accounts
• Build and maintain strong client relationships, ensuring consistent communication and delivery alignment
• Conduct structured monthly/quarterly review calls with clients to present performance, gather feedback, and propose improvements
• Identify and drive account growth opportunities (additional headcount, new roles, extended contracts)
• Manage escalations swiftly, ensuring minimal disruption to clients
• Strategic Reporting & Insights
• Review developer performance data (provided by CS Executives) and translate into client-facing insights
• Own the preparation of Quarterly Business Review (QBR) decks for enterprise clients
• Track account health metrics (NRR, Client Health Score, NPS) and highlight risks/opportunities to the Head of CS
• Process & Team Enablement
• Support the Head of CS in designing and implementing account management frameworks
• Mentor CS Executives on client-facing best practices without overlapping in SW engagement
• Collaborate with operations to ensure smooth backend reporting and SLA compliance
  

• 5 years of experience in Customer Success (IT staffing, SaaS, or IT services)
• Strong experience in handling large accounts (multi-team / enterprise clients)
• Excellent client communication & relationship-building skills (written & verbal)
• Proven ability to manage escalations, growth conversations, and business reviews
• Proficiency in CRM and reporting tools (Zoho, HubSpot, Notion, Google Sheets)
  

• Strategic Client Ownership – Ability to handle high-value, high-complexity client accounts independently
• Executive Presence – Confidence to lead client review calls and represent Smart Working at senior levels
• Analytical Thinking – Translate developer performance & engagement data into actionable client insights
• Growth Mindset – Skilled in spotting upsell/cross-sell opportunities
• Team Collaboration – Works with Head of CS & CS Executives to ensure holistic account coverage
  

• Fixed Shifts — 12:00 PM – 9:30 PM IST (Summer) | 1:00 PM – 10:30 PM IST (Winter)
• No Weekend Work — Real work-life balance, not just words
• Day 1 Benefits — Laptop and full medical insurance provided
• Support That Matters — Mentorship, community, and forums where ideas are shared
• True Belonging — A long-term home where your contributions are valued
  

At Smart Working, you’ll never be just another remote hire.

Be a Smart Worker — valued, empowered, and part of a culture that celebrates integrity, excellence, and ambition.

If that sounds like your kind of place, we’d love to hear your story.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.