Customer Success Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Success Manager based in India.

This role offers the opportunity to take ownership of customer success across a portfolio of SaaS clients in a fully remote environment.

You will build trusted relationships, understand customer goals, and ensure customers realize measurable value from their solutions.

The position combines relationship management, product adoption, service delivery, operational governance, and commercial growth.

You will proactively monitor customer and system health, identify risks, and coordinate timely resolutions across internal teams.

Your work will directly influence customer satisfaction, retention, product adoption, and expansion revenue.

The role requires a proactive, analytical, commercially aware professional who can manage multiple stakeholders and priorities.

You will collaborate closely with Product, Engineering, Support, Implementation, Sales, and Commercial teams to continuously improve the customer experience.

Accountabilities

• Act as the primary point of contact for assigned customers, building trusted long-term relationships and understanding their objectives, challenges, and evolving needs.
• Develop and manage customer success plans, conduct regular customer touchpoints and business reviews, and proactively identify and mitigate customer risks.
• Monitor product and feature adoption, identify underutilized capabilities or declining usage, and implement initiatives that increase engagement and demonstrate business value.
• Stay informed about product releases and proactively enable customers on relevant features through communications, demonstrations, walkthroughs, and targeted engagement.
• Monitor customer and system health indicators, including adoption, support trends, SLA performance, system health, sentiment, and engagement.
• Track SLA performance, anticipate potential breaches, and coordinate with Support and Engineering teams to ensure timely customer communication and resolution.
• Maintain customer-specific SOPs, governance processes, and agreed ways of working, ensuring consistent execution and addressing deviations when they occur.
• Identify paid Change Request, enhancement, and expansion opportunities; collaborate with Product, Implementation, and Commercial teams to qualify, scope, propose, negotiate, and close opportunities.
• Capture structured customer feedback, pain points, and enhancement requests, sharing recurring themes with Product teams to support prioritization and roadmap discussions.
• Prepare and conduct customer success reviews and business reviews covering adoption, system health, SLA performance, support trends, risks, opportunities, and action plans.
• Collaborate cross-functionally with Product, Support, Engineering, Implementation, Sales, and Commercial teams to drive clear ownership, timelines, and communication.
• Identify churn risks, develop retention strategies, and cultivate satisfied customers into advocates, references, and expansion opportunities.
• Maintain accurate customer documentation covering configurations, processes, contacts, dependencies, SOPs, risks, decisions, and commitments.
• Contribute to knowledge management and continuously improve customer success processes based on customer feedback, data, and operational insights.

Requirements

• Minimum 3 years of experience in Customer Success, Account Management, SaaS Support, Consulting, or a similar customer-facing role.
• Fluency in English, with strong written and verbal communication, listening, presentation, and interpersonal skills.
• Proven ability to build customer relationships and manage stakeholders effectively, including senior-level contacts.
• Strong analytical, problem-solving, and decision-making skills, combined with exceptional attention to detail.
• Excellent organizational and time-management abilities, with the capacity to manage multiple customers, priorities, deadlines, and follow-ups.
• Demonstrated ability to proactively identify customer risks, improvement opportunities, and potential business needs.
• Strong commercial awareness and the ability to identify, qualify, and pursue revenue-generating opportunities.
• Experience working with SLAs, operational processes, service reviews, customer governance, and SOPs.
• Proficiency with Microsoft Office and common business applications.
• Experience with SaaS products, particularly enterprise SaaS solutions, is preferred.
• Experience with HCM solutions, especially environments integrated with SAP SuccessFactors, is an advantage.
• Familiarity with SAP SuccessFactors, enterprise application ecosystems, APIs, and integration environments is beneficial.
• Experience working collaboratively with Product, Engineering, Implementation, Support, Sales, and Commercial teams.
• Experience managing Change Requests, enhancements, professional-services opportunities, or similar commercial initiatives is preferred.
• Familiarity with CRM, customer success, or case-management platforms and experience conducting QBRs, EBRs, or similar governance forums are advantageous.

Benefits

• Fully remote work opportunity based in India.
• Opportunity to manage and grow relationships with enterprise SaaS customers.
• Exposure to customer success, SaaS product adoption, service delivery, and commercial expansion.
• Cross-functional collaboration with Product, Engineering, Implementation, Support, Sales, and Commercial teams.
• Opportunity to influence product improvements through structured customer feedback and insights.
• Hands-on experience with customer health management, SLA governance, and operational excellence.
• Opportunity to identify and contribute to paid Change Request and expansion opportunities.
• Dynamic environment with opportunities to develop customer success, commercial, and stakeholder-management expertise.