Customer Success Manager – Software Advisory Services

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

📋 Description

• Serve as the main liaison for a portfolio of current SAS clients.

• Foster trusted relationships with stakeholders in SAM, procurement, IT operations, and finance.

• Expand existing accounts into multi-year renewals while identifying opportunities for service enhancement.

• Conduct regular account assessments, presenting results, value delivered, and suggested next steps.

• Recognize risks to client satisfaction or renewal and devise action plans accordingly.

• Collaborate with senior leadership on renewal proposals, scope, and pricing discussions.

• Assist QA on client deliverables, including Effective License Positions, license reconciliations, usage analyses, and optimization suggestions.

• Oversee and manage team utilization and coordinate resources with delivery leads.

• Manage engagement KPIs, deadlines, project milestones, and overall client satisfaction.

• Ensure prompt delivery in line with Connor’s quality standards.

• Advise clients on software license compliance and Software Asset Management matters.

• Provide remediation and optimization recommendations that yield cost savings and ensure compliance alignment.

• Keep abreast of SaaS subscription models, BYOL, cloud consumption licensing, and ISO/ITIL SAM best practices.

• Share industry insights with clients.

⛳️ Requirements

• A minimum of 8 years of experience in SAM, software license compliance, or IT asset management, including roles in client-facing account management or customer success.

• Ideally, experience within a consulting or professional services setting.

• Demonstrated success in maintaining client relationships and growing accounts through renewals and expanded services.

• Experience evaluating work for quality and managing team resources or utilization.

• Academic qualifications: B.Tech / M.Tech / MCA / MBA / BS in Business Administration, Computer Science, Engineering, or a related field.

• Certifications such as CSAM, CHAMP, ITIL, or ISO 19770 are highly desirable.

• Knowledge of licensing metrics from major vendors including Microsoft, IBM, Oracle, VMware, and Autodesk.

• Experience with license true-ups or audit responses.

• Practical experience with SAM tools such as Snow, Flexera, ServiceNow Asset Management, or Lansweeper.

• Strong expertise in Microsoft Excel, including pivot tables, VLOOKUPs, macros, and handling large data sets.

• Capability to interpret complex licensing models and contractual language.

• Ability to manage multiple accounts concurrently with keen attention to detail.

• Exceptional communication and presentation skills tailored for both technical and non-technical audiences.

🏝️ Benefits

• Flexible working environment.

• Paid mental health days.

• Generous vacation package.

• Competitive compensation.

• Collaborative global team.

• Continuous learning culture.

• Diversity, equality, and inclusion culture.