Engagement Manager

About Zinnov

Zinnov is a global management consulting firm that helps organizations make decisions that actually get used — and deliver results that matter. For over two decades, we’ve partnered with leading enterprises, high-growth technology companies, and investors to answer some of the toughest questions they face:

• Where should we invest?

• How do we scale globally?

• What capabilities will win in the next decade?

Our work shapes market entry strategies, global operating models, M&A decisions, and long-term growth bets. We’re known for being data-led, execution-focused, and outcome-driven — not opinion-heavy slideware.

At Zinnov, how you work matters as much as what you deliver. We value independent thinking, crisp communication, and early ownership. With 450+ professionals across 10 global offices, we work across industries including Digital Services, ER&D, Enterprise Software, Semiconductors, Healthcare, BFSI, Automotive, Media & Telecom, and Private Equity.

Zinnov isn’t for everyone. It’s for people who want steep learning curves, honest feedback, and the chance to see their work influence real business decisions — not just presentations.

Why Globalisation Excellence (GE) 

Zinnov’s Globalisation Excellence (GE) practice helps enterprises build and scale Global Capability Centers (GCCs) end-to-end — from Design & Discovery to Build, Scale, and Run. 

In GE, you don’t work in silos. You: 

• Own complex, end-to-end client journeys 
• Work across GCC advisory, managed services, and BOT / outsourcing models 
• Influence leadership decisions that shape long-term talent and operating strategies 

This is where strategy meets execution — and where talent plays a defining role. 

About the Role

As Engagement Manager - Customer Success Team, you will own the end-to-end global customer success program for Zinnov’s Managed Services portfolio.

This is a high-ownership, high-visibility role requiring a blend of consulting rigor, analytical depth, governance discipline, and strategic stakeholder management. You will be responsible for driving retention (GRR/NRR), institutionalizing governance frameworks, predicting account risks, and ensuring customer outcomes are measurable and continuously improving.

You will operate as a strategic bridge between clients, offshore leadership, Partners, and internal teams — positioning Customer Success as a core lever for growth and stability.

What You’ll Do

Customer Success Program Ownership

• Own and manage the global customer success framework across Managed Services accounts.

• Define engagement cadence, governance structures, and success scorecards.

• Ensure consistent tracking of customer outcomes, adoption, and value realization.

Retention & Growth Management (GRR/NRR)

• Track and analyze Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) monthly.

• Identify early warning signals and proactively mitigate risk.

• Collaborate with delivery and Partner teams to drive expansion and retention strategies.

Governance & Executive Reporting

• Establish structured governance reviews and reporting templates.

• Prepare executive-ready dashboards and insights for leadership.

• Track action items and ensure timely closure across accounts.

Customer Experience & CSAT

• Design and institutionalize the CSAT framework for India-led engagements.

• Analyze customer feedback and identify systemic improvements.

• Link sentiment analysis to retention and growth strategy.

Account Strategy & Risk Management

• Lead structured account strategy planning with delivery and Partner teams.

• Develop quantitative and qualitative risk prediction models.

• Own escalation management and structured intervention planning.

Metrics & Performance Visibility

• Maintain dashboards for account-level KPIs and engagement health.

• Track adoption indicators and operational metrics tied to success.

• Ensure transparency across internal leadership reviews.

Leadership & Stakeholder Coordination

• Coordinate offshore leadership visits and structured engagement planning.

• Act as central liaison between clients, offshore teams, and internal stakeholders.

• Ensure alignment between customer priorities and delivery strategy.

Research & Partner Support

• Provide analytical insights to support Partner-led customer discussions.

• Strengthen account planning with industry, market, and customer research.

Customer Request Governance

• Track and manage offshore customer requests with visibility and prioritization.

• Improve responsiveness through structured tracking mechanisms.

What You Bring

Experience & Background

• 7–10 years of experience in consulting, customer success, pre-sales, or professional services.

• Strong exposure to long-term, complex client engagements.

• Proven ability to improve GRR and NRR through structured interventions.

• Familiarity with GCC ecosystem, global sourcing models, and enterprise transformation.

• MBA from a premier institute preferred.

Core Competencies

• Strategic customer success and account management expertise.

• Strong analytical and data-driven mindset.

• Executive communication and stakeholder influence.

• Governance, reporting, and structured program management.

• Risk identification and intervention planning capability.

• Ability to operate independently in a high-ownership IC role.

• Comfort working with global clients and senior leadership.

What Success Looks Like (First 12 Months)

0–3 Months: Foundation & Baseline

• Complete ownership of the global customer success framework.

• Baseline GRR and NRR metrics established across accounts.

• Governance cadence, reporting templates, and action tracking institutionalized.

• CSAT framework designed and approved.

• Clear identification of at-risk accounts and early indicators.

3–6 Months: Execution & Early Impact

• Governance cadence operational across priority accounts.

• Monthly GRR/NRR tracking with leadership visibility.

• CSAT rollout completed with strong response rates and action plans.

• Risk prediction framework operational.

• Structured tracking for offshore leadership visits and customer requests.

6–9 Months: Optimization & Retention Impact

• Reduction in at-risk accounts by defined internal targets.

• Stabilization or improvement in GRR versus baseline.

• Early NRR expansion opportunities identified.

• Improvement in CSAT trends quarter-over-quarter.

• Increased predictability in leadership engagement and follow-ups.

9–12 Months: Scale & Strategic Maturity

• Sustained improvement in GRR and NRR.

• Customer Success embedded as a standard operating rhythm.

• Majority of escalations proactively addressed.

• CSAT fully institutionalized with measurable improvement actions.

• Recognized by Partners and leadership as a strategic, insight-driven function.

• Clear roadmap defined for next-stage evolution of Customer Success.

What Overall Success Means

By the end of 12 months, this role will have:

• Created structured visibility into customer health.

• Reduced surprises and reactive escalations.

• Improved retention predictability.

• Positioned Customer Success as a strategic, data-driven capability within Zinnov’s Managed Services business.

If you enjoy building structured governance systems, influencing senior stakeholders, predicting risk before it materializes, and turning customer success into a measurable growth lever — this role offers high visibility, strategic ownership, and the opportunity to institutionalize Customer Success at scale.

Zinnov is an equal opportunity employer. We celebrate diversity and are committed to building an inclusive workplace. We welcome applications from individuals of all backgrounds, communities, and experiences.