Who are we?

Outsized is a curated platform for professional freelancers and independent consultants – all tailored to the needs of the financial services sector in Asia, Africa, and the Middle East. We support insurers, banks, financial inclusion organizations as well as management consulting firms in the finance space. We help them find the best freelancers and independent consultants in the professional/white-collar areas, from our leading growth markets-focused ecosystem of curated expertise.

Who are we looking for?

Our client is looking for a Client Success Lead (CSL) to join their team. The CSL is one of the most senior representatives from the company to their clients. The CSL is accountable for all engagements and interactions with the client, ensuring that agreed KPIs, OKRs, and targets are met. This role holds accountability for the client relationship and its various leadership touchpoints.

Key Responsibilities

Client Leadership & Relationship Management:

• Act as the single point of contact on client project(s) within 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.

Commercial & Strategic Oversight:

• 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.

Client Engagement & Delivery:

• 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.

Marketing & Public Relations:

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

What is required from you

• 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.