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…