Manager - Customer Success - SaaS

We are seeking an experienced Customer Success Manager to oversee client relationships and ensure the successful adoption and ongoing satisfaction of our HR Software Solutions (both On-Premise and SaaS deployments). The ideal candidate will have a strong background in technology or automation (RPA), with excellent stakeholder management and communication skills to drive customer engagement and retention.

Key Responsibilities :

• Serve as the primary point of contact for customers throughout the entire lifecycle - from onboarding to renewal.
• Develop a deep understanding of client business needs and ensure effective use of the HR software solution.
• Build and maintain strong, long-term relationships with key stakeholders across customer organizations.
• Proactively monitor customer health metrics to drive adoption, satisfaction, and retention.
• Manage customer expectations and ensure timely resolution of issues in collaboration with internal teams.
• Identify expansion opportunities within existing accounts and work with sales teams for upselling or cross-selling.
• Conduct regular business reviews and provide actionable insights to customers.
• Lead onboarding sessions, user training, and product demonstrations as needed.
• Collaborate with product and engineering teams to relay client feedback and drive product improvements.
• Maintain accurate documentation of customer interactions, updates, and risk assessments using CRM or project management tools.

Requirements :

Product Exposure :

(ref : iimjobs.com)