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Customer Success Manager

2 hours, 58 minutes ago
India
Full-time
Mid Level
Customer Success Manager
Customer and Technical Support
CRM
Apply Now

Rolling Arrays Technologies PTE LTD.

AI-first HR tech company and SAP Gold Partner that builds pre-integrated add-ons for SAP SuccessFactors, focused on HR process automation, employee experience, and HR transformation solutions.

HR technology
51-200
Founded 2009
View All Jobs 3

Description

  • Own customer relationships, success plans, regular touchpoints, and business reviews.
  • Monitor product and feature adoption, establish metrics, and improve usage of underutilized capabilities.
  • Enable relevant product features through release communications, demonstrations, walkthroughs, and customer engagement.
  • Track customer and system health, identify risks or recurring issues, and provide proactive recommendations.
  • Monitor SLA performance, coordinate incident responses with internal teams, and communicate resolution plans and timelines.
  • Maintain customer-specific SOPs, governance processes, documentation, and operational adherence.
  • Identify, qualify, scope, negotiate, and close paid Change Requests, enhancements, and expansion opportunities.
  • Capture customer feedback and collaborate with Product teams on prioritization and roadmap discussions.
  • Manage customer reporting, action plans, commitments, follow-ups, escalations, retention risks, and advocacy opportunities.
  • Collaborate with Product, Support, Engineering, Implementation, Sales, and Commercial teams to improve the customer experience.

Requirements

  • At least 3 years of experience in Customer Success, Account Management, SaaS Support, Consulting, or a similar customer-facing role.
  • Fluency in written and spoken English.
  • Strong written and verbal communication, listening, presentation, interpersonal, and stakeholder-management skills.
  • Strong analytical, problem-solving, organizational, and time-management abilities with exceptional attention to detail.
  • Ability to manage multiple customers, priorities, and follow-ups while proactively identifying risks and improvement opportunities.
  • Commercial awareness and ability to identify and pursue revenue opportunities.
  • Experience with SLAs, operational processes, service reviews, and customer governance.
  • Proficiency with computer applications, including Microsoft Office Suite.
  • Experience with SaaS products, preferably enterprise SaaS, HCM solutions, or SAP SuccessFactors.
  • Experience with enterprise customers, customer health metrics, usage analytics, Change Requests, CRM or customer-success platforms, QBRs/EBRs, APIs, or enterprise integrations is preferred.

Interested in this position?

Apply directly on the company website

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