People and Client Success Lead

Role Description

We are looking for a dynamic and proactive People & Client Success Lead to oversee employee engagement, HR operations, and client relationship management. This role bridges internal people management and external client success, ensuring a productive work environment and outstanding customer experiences.

The ideal candidate will have strong leadership, communication, and problem-solving skills, with experience in HR practices, account management, and client retention strategies.

Key Responsibilities

• People Operations & Employee Success
  • Lead recruitment, onboarding, and offboarding processes.
  • Develop and implement employee engagement initiatives to improve morale and retention.
  • Manage employee relations, conflict resolution, and performance improvement plans.
  • Maintain HR policies, employee records, and compliance with labor laws.
  • Coordinate training and development programs for team growth.
  • Monitor attendance, leaves, and overall workforce productivity.
  • Foster a positive workplace culture aligned with company values.
• Client Success & Relationship Management
  • Serve as the primary point of contact for key clients.
  • Build strong relationships with clients to understand their goals and expectations.
  • Ensure successful onboarding and implementation of services for new clients.
  • Proactively address client concerns and provide timely resolutions.
  • Track client satisfaction, retention, and renewal metrics.
  • Conduct regular check-ins, QBRs (Quarterly Business Reviews), and feedback sessions.
  • Collaborate with internal teams to ensure timely delivery of services and solutions.
• Leadership & Strategy
  • Develop strategies to improve employee satisfaction and client retention.
  • Analyze KPIs related to team performance and client success.
  • Prepare reports on employee engagement, turnover, and client satisfaction.
  • Work cross-functionally with sales, operations, and management teams.
  • Identify process improvement opportunities to enhance efficiency.

Qualifications

• Bachelor’s degree in Human Resources, Business Administration, Management, or a related field.
• 3 or more years of experience in HR, people operations, client success, or account management.
• Strong knowledge of HR practices and employee engagement strategies.
• Experience managing client accounts and maintaining long-term relationships.
• Excellent verbal and written communication skills.
• Strong organizational and multitasking abilities.
• Ability to handle confidential information professionally.
• Proficiency in CRM, HRMS, and project management tools.
• Leadership and decision-making skills.

Preferred Qualifications

• Experience in a service-based or tech company.
• Familiarity with Agile or fast-paced work environments.
• HR certifications or client success/account management certifications are a plus.

Benefits

• Competitive salary package
• Professional development opportunities