Client Success Lead

SUMMARY:
As the Client Success Lead, you’ll build strong relationships, identify opportunities to enhance client experiences, and align our solutions with their goals. If you have leadership experience, a passion for customer success, and a desire to make a real impact, this is your chance to elevate your career in a dynamic, collaborative environment.

POSITION INFO:
JOB DESCRIPTION INFORMATION:
 
Job Title:                                 Client Success Lead
Employment Type:               Permanent
 

JOB CONTEXT:

We’re on the lookout for a sharp, detail-driven Client Success Lead (CSL) you will be one of the most senior representatives from Ikigai to a client. The CSL is accountable for all engagements and interactions with the client, ensuring that agreed KPIs, OKRs, and targets are met. The role holds accountability for the client relationship and its various leadership touchpoints. Key Responsibilities would include;

Duties and Responsibilities:

Client Leadership & Relationship Management:

• Act as the single point of contact on the client project(s) on a specific account.
• Build and maintain strong relationships with key client stakeholders and leadership teams.
• Provide continuous visibility to senior management on account status, progress, and impediments.

• Accountable for all commercial decisions, including pricing, margin, investments, and costs.
• Accountable for setting and meeting all KPIs, OKRs, and targets per client and program.
• Ensure contractual obligations are met, making decisions at the Master Service Agreement (MSA) level per client.
• Drive client growth through pre-sales and business development activities.

• Oversee all pre-sales and sales activities for the specific client.
• Lead all senior-level communications and interactions with client leadership teams.
• Support the delivery teams to effectively achieve their objectives on a sprint-by-sprint basis.
• Identify, diagnose, and resolve risks that impact client engagements.
• Accountable for resource management, forecasting and planning.

• Accountable for all client-related PR and marketing initiatives.
• Lead and participate in quarterly reviews and overall client (Net Promoter Score) NPS initiatives.

• Proven experience in client leadership, account management, or client success within a technology or consultancy environment.
• Strong commercial acumen, with experience in pricing strategies, margin management, and business development.
• Excellent communication skills, capable of engaging with both technical and non-technical stakeholders at senior levels.
• Experience in modern delivery methodologies (e.g Scrum, LeSS, Kanban). 
• Ability to manage complex projects and navigate challenges effectively in a fast-paced, remote-first environment.
• Experience in regulatory engagement and risk management frameworks is beneficial.

• Will be agreed based on qualifications, applicable banking experience and previous earnings.