Customer Success Manager
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Job Description
Customer Success Manager driving customer adoption, health, retention, and paid expansions for SaaS products. Coordinating Product, Support, Engineering, and Commercial teams to improve customer outcomes.
Responsibilities:
- Act as the primary point of contact for assigned customers and build trusted long-term relationships
- Understand customer objectives and challenges, conduct regular customer touchpoints and business reviews, and own customer success plans
- Proactively identify and mitigate customer risks and churn risks
- Measure and monitor product and feature adoption, identify underutilized capabilities or declining usage, establish adoption metrics, and increase customer usage
- Stay aligned with product releases and drive feature enablement through release communications, demonstrations, walkthroughs and customer engagement
- Maintain customer and system health indicators covering adoption, support trends, SLA performance, system health, sentiment and engagement
- Conduct periodic system health checks and provide proactive updates and recommendations
- Monitor agreed SLAs, identify potential breaches, coordinate with Support and Engineering, and communicate incident updates, resolution plans and timelines
- Maintain customer-specific SOPs, governance processes and agreed ways of working; monitor adherence and coordinate updates
- Identify paid Change Request, enhancement and expansion opportunities; qualify, scope, propose, negotiate and close opportunities with Product, Implementation and Commercial teams
- Capture customer feedback, pain points and enhancement requests and collaborate with Product on prioritization and roadmap discussions
- Conduct customer success reviews and business reviews covering adoption, health, SLA performance, support trends, feature enablement, sentiment, risks and opportunities
- Maintain accurate customer success records, action plans, commitments and follow-ups
- Collaborate with Product, Product Support, Engineering, Implementation, Sales and Commercial teams on customer activities and escalations
- Develop churn mitigation plans, monitor satisfaction and engagement, and create product advocates, references and expansion opportunities
- Maintain comprehensive customer documentation and contribute to knowledge bases and customer collateral
- Continuously improve customer success processes based on feedback, data and operational learnings
Requirements:
- Strong written and verbal communication, listening and interpersonal skills
- Fluency in English (written and spoken)
- Proven customer relationship and stakeholder management skills
- Strong analytical and problem-solving skills with exceptional attention to detail
- Minimum 3 years of experience in Customer Success, Account Management, SaaS Support, Consulting or a similar customer-facing role
- Strong organizational and time-management abilities, with the ability to manage multiple customers, priorities and follow-ups
- Ability to proactively identify customer risks, opportunities and areas for improvement
- Strong presentation and business communication skills
- Commercial awareness and ability to identify and pursue revenue opportunities
- Experience working with SLAs, operational processes, service reviews and customer governance
- Proficiency in using computer applications, including the Microsoft Office Suite
- Preferred: Experience with SaaS products, particularly enterprise SaaS solutions
- Preferred: Experience with HCM solutions, especially those integrated with SAP SuccessFactors
- Preferred: Experience managing enterprise customers and senior customer stakeholders
- Preferred: Familiarity with SAP SuccessFactors and related enterprise application ecosystems
- Preferred: Understanding of SaaS product adoption, customer health metrics and usage analytics
- Preferred: Experience working with Product, Engineering, Implementation and Support teams
- Preferred: Experience 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
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