Customer Success Manager

This is a fully remote position, open to applicants in India.

📋 Description

• Serve as the main point of contact for designated customers and cultivate enduring, trusted relationships.

• Comprehend customer goals and challenges, perform regular customer interactions and business evaluations, and take ownership of customer success strategies.

• Proactively detect and address customer risks and potential churn.

• Assess and track product and feature utilization, identify underused functionalities or declining engagement, set adoption metrics, and enhance customer usage.

• Remain aligned with product launches and facilitate feature enablement through release communications, demonstrations, walkthroughs, and customer interaction.

• Monitor customer and system health indicators related to adoption, support trends, SLA performance, system integrity, sentiment, and engagement.

• Execute regular system health assessments and provide proactive updates and recommendations.

• Oversee agreed SLAs, identify possible breaches, collaborate with Support and Engineering, and relay incident updates, resolution strategies, and timelines.

• Maintain customer-specific SOPs, governance frameworks, and established workflows; ensure compliance and coordinate modifications.

• Recognize paid Change Request, enhancement, and expansion prospects; qualify, scope, propose, negotiate, and finalize opportunities with Product, Implementation, and Commercial teams.

• Collect customer feedback, pain points, and enhancement requests, and work with Product on prioritization and roadmap discussions.

• Conduct reviews of customer success and business performance encompassing adoption, health, SLA metrics, support trends, feature enablement, sentiment, risks, and opportunities.

• Keep accurate records of customer success, action plans, commitments, and follow-ups.

• Collaborate with Product, Product Support, Engineering, Implementation, Sales, and Commercial teams on customer-related activities and escalations.

• Formulate churn mitigation strategies, monitor satisfaction and engagement, and foster product advocates, references, and expansion opportunities.

• Maintain comprehensive customer documentation and contribute to knowledge repositories and customer materials.

• Continuously enhance customer success processes based on feedback, data analysis, and operational insights.

⛳️ Requirements

• Excellent written and verbal communication, listening, and interpersonal skills.

• Proficiency in English (both written and spoken).

• Demonstrated experience in customer relationship management and stakeholder engagement.

• Strong analytical and problem-solving capabilities with a keen eye for detail.

• At least 3 years of experience in Customer Success, Account Management, SaaS Support, Consulting, or a comparable customer-facing position.

• Exceptional organizational and time-management skills, capable of managing multiple customers, priorities, and follow-ups.

• Ability to proactively identify customer risks, opportunities, and areas for enhancement.

• Strong presentation abilities and business communication skills.

• Commercial insight and capability to identify and chase revenue opportunities.

• Familiarity with SLAs, operational processes, service evaluations, and customer governance.

• Proficient in using computer applications, including the Microsoft Office Suite.

• Preferred: Experience with SaaS products, especially enterprise SaaS solutions.

• Preferred: Experience with HCM solutions, particularly those integrated with SAP SuccessFactors.

• Preferred: Experience managing enterprise customers and senior customer stakeholders.

• Preferred: Knowledge of SAP SuccessFactors and related enterprise application ecosystems.

• Preferred: Understanding of SaaS product adoption, customer health metrics, and usage analytics.

• Preferred: Experience collaborating with Product, Engineering, Implementation, and Support teams.

• Preferred: Experience in identifying and managing Change Requests, enhancements, or professional services opportunities.

• Preferred: Familiarity with APIs and enterprise integration environments.

• Preferred: Experience with CRM, customer success, or case-management platforms.

• Preferred: Experience conducting QBRs/EBRs or similar customer governance forums.

🏝️ Benefits

• Comprehensive health insurance coverage.

• Generous paid time off policy.

• Opportunities for professional development and growth.

• Flexible work arrangements.

• Collaborative and supportive team environment.