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:

- Minimum 3 years of experience in Customer Success Management and/or IT Project Management.

- Prior experience in Automation, RPA, or technology-driven organizations is highly preferred.

- Proven track record in managing enterprise customer relationships and driving retention and satisfaction.

- Strong ability to monitor, control, and optimize the customer journey across touchpoints.

- Excellent stakeholder management and relationship-building skills across business functions.

- Exceptional problem-solving, communication, and presentation abilities.

- Fluent in written and verbal English.

- MBA in Business Administration, Computer Science, or a related field preferred.

Product Exposure:

- HR Software Solutions - experience with On-Premise and SaaS-based deployments.