At Alite Projects, a Client Success Executive (CSE) is the primary point of contact for our agency partners. The CSE ensures smooth onboarding, manages ongoing communication, and drives delivery success across marketing, web, and software projects. They are responsible for protecting relationships, prioritising tasks with internal teams, and growing agency accounts.
Client Relationship Management
Act as the first line of contact for assigned agency partners.
Build long-term trust by understanding client goals and challenges.
Manage day-to-day communication and ensure fast responses.
Escalate risks early and work with leadership to resolve issues.
Receive briefs from agencies, clarify requirements, and pass them to Business Analysts/Delivery Leads.
Track progress of all assigned projects in Zoho Projects and keep clients updated.
Ensure timelines and quality standards are met.
Coordinate with CTO/VP for final review of estimates before sharing with clients.
Manage onboarding for new agency partners, including explaining processes, tools, and support models.
Identify upsell and cross-sell opportunities (e.g., adding SEO, Maintenance, Performance Marketing).
Ensure agency partners are aware of new service offerings and pricing updates.
Maintain updated records in Zoho CRM.
Send weekly project and account health updates to clients.
Capture client feedback and suggest improvements in delivery or communication.
Billing & Accounts
Track hours, retainers, and project fees for assigned accounts.
Draft invoices in Zoho Books/CRM with accurate details.
Maintain a record of billing disputes or adjustments.
Share billing status updates with CSM weekly.
Required Skills
Strong spoken and written English (international client-facing role).
Background in either web/software/tech or marketing/SEO/PPC or support specialist in the service industry
Experience in client servicing, project coordination, or account management.
Familiarity with Zoho or other project management/CRM tools.
Ability to manage multiple accounts and priorities simultaneously.
Proactive and accountable—owns client success end-to-end.
Detail-oriented with strong follow-through.
Empathetic communicator who can handle pressure and manage expectations.
Commercial mindset—balances client satisfaction with company profitability.
Client retention and satisfaction scores.
Timely project delivery with minimal escalations.
Account growth (upsells, cross-sells, and extended engagements).
Accurate and timely reporting.
Skills Required
- Strong spoken and written English (international client-facing role)
- Background in web/software/tech, marketing/SEO/PPC, or support specialist experience
- Experience in client servicing, project coordination, or account management
- Familiarity with Zoho (Projects/CRM/Books) or other project management/CRM tools
- Ability to manage multiple accounts and priorities simultaneously
- Experience tracking hours, retainers, project fees and drafting invoices
What We Do
AliteProjects is a software consultancy and startup studio that provides end-to-end web-based services, primarily for startups, while also developing its own products and ideas. Its offerings include full-service web design, custom software development, performance marketing, and white-label marketing services. The company helps clients build and improve digital businesses through integrated technology, design, and marketing capabilities across the startup and broader digital-services market.
