Customer Success Manager

Job Title: Customer Success Manager

Location: Remote

Job Scope:

We are seeking an experienced Customer Success Manager to own and drive the success of our customers using

our SaaS products. This role emphasizes customer satisfaction, product adoption, feature enablement, proactive

customer health management, SLA and SOP adherence and identification of opportunities to continuously improve

the customer experience. The ideal candidate will be a proactive, commercially aware and customer-centric

professional who can build strong customer relationships, anticipate customer needs, coordinate effectively with

internal teams and identify and close paid Change Request (CR) and expansion opportunities.

Responsibilities:

• Customer Relationship and Success Management:

Act as the primary point of contact for assigned customers, build trusted long-term relationships, understand

customer objectives and challenges, conduct regular customer touchpoints and business reviews, own

customer success plans and proactively identify and mitigate customer risks.

• Product Adoption and Usage Monitoring:

Measure and monitor product and feature adoption, identify underutilized capabilities or declining usage,

establish adoption metrics and work with customers to increase usage and demonstrate greater business value

from the product.

• Feature Enablement and Continuous Improvement:

Stay aligned with product releases and proactively identify new features relevant to each customer. Drive

feature enablement through release communication, demonstrations, walkthroughs and customer engagement

so customers continuously benefit from new product capabilities and improvements.

• Customer Health and System Health Monitoring:

Maintain customer health indicators covering adoption, support trends, SLA performance, system health,

customer sentiment and engagement. Conduct periodic system health checks, identify potential risks or

recurring issues and provide proactive updates and recommendations to customers.

• SLA and Service Delivery Management:

Monitor adherence to agreed SLAs, proactively identify potential breaches or service-level concerns,

coordinate with Support and Engineering teams and ensure customers receive timely and meaningful updates

on incidents, resolution plans and expected timelines.

• SOP and Operational Governance:

Understand and maintain customer-specific Standard Operating Procedures (SOPs), governance processes

and agreed ways of working. Ensure agreed SOPs are executed consistently, monitor adherence, identify

deviations and coordinate updates when business processes or product capabilities change.

• Change Request and Revenue Generation:

Proactively identify paid Change Request (CR), enhancement and expansion opportunities. Work with

Product, Implementation and Commercial teams to qualify and scope opportunities, engage customers on

business value and commercial implications and actively pursue identified opportunities through proposal,

negotiation and closure.

• Customer Feedback and Product Advocacy:

Capture structured customer feedback, pain points and enhancement requests, identify recurring themes and

collaborate with Product teams to ensure customer needs are appropriately considered in product prioritization

and roadmap discussions.

• Customer Reviews and Reporting:

Conduct regular customer success reviews and business reviews covering adoption, system health, SLA

performance, support trends, feature enablement, customer sentiment, risks and opportunities. Maintain

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

• Cross-Functional Collaboration:

Collaborate closely with Product, Product Support, Engineering, Implementation, Sales and Commercial

teams to deliver a seamless customer experience. Drive clear ownership, timelines and communication for

cross-functional customer activities and escalations.

• Customer Retention and Advocacy:

Proactively identif