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 identify churn risks and develop mitigation plans. Monitor customer satisfaction and engagement,

build strong stakeholder relationships and identify opportunities to turn satisfied customers into product

advocates, references and expansion opportunities.

• Knowledge Management and Continuous Improvement:

Maintain comprehensive customer documentation covering configurations, processes, contacts,

dependencies, SOPs, risks and key decisions. Contribute to knowledge bases and customer collateral and

continuously improve customer success processes based on feedback, data and operational learnings.

• Basic Qualifications

o Strong written and verbal communication, listening and interpersonal skills

o Fluency in English (written and spoken)

o Proven customer relationship and stakeholder management skills

o Strong analytical and problem-solving skills with exceptional attention to detail

o Minimum 3 years of experience in Customer Success, Account Management, SaaS Support, Consulting or a

similar customer-facing role

o Strong organizational and time-management abilities, with the ability to manage multiple customers, priorities

and follow-ups

o Ability to proactively identify customer risks, opportunities and areas for improvement

o Strong presentation and business communication skills

o Commercial awareness and ability to identify and pursue revenue opportunities

o Experience working with SLAs, operational processes, service reviews and customer governance

o Proficiency in using computer applications, including the Microsoft Office Suite

• Preferred Qualifications

o Experience with SaaS products, particularly enterprise SaaS solutions

o Experience with HCM solutions, especially those integrated with SAP SuccessFactors

o Experience managing enterprise customers and senior customer stakeholders

o Familiarity with SAP SuccessFactors and related enterprise application ecosystems

o Understanding of SaaS product adoption, customer health metrics and usage analytics

o Experience working with Product, Engineering, Implementation and Support teams

o Experience identifying and managing Change Requests, enhancements or professional-services opportunities

o Familiarity with APIs and enterprise integration environments

o Experience with CRM, customer success or case-management platforms

o Experience conducting QBRs/EBRs or similar customer governance forums

Key Success Measures:

o Customer satisfaction, retention and overall customer health

o Product and feature adoption, including improvement in underutilized capabilities

o Successful enablement and adoption of relevant new product features

o SLA adherence and service-performance trends

o Execution and adherence to agreed customer SOPs and governance activities

o Completion of periodic system health checks and proactive customer communication

o Reduction in recurring customer issues and proactive identification of risks

o Number and value of qualified paid CR opportunities identified

o CR conversion and closure rate and revenue generated from customer-led opportunities

o Quality and timeliness of customer success plans, reviews and reporting