Role Purpose:

The Customer Success Manager (CSM) plays a pivotal role in ensuring customers derive maximum value from Ramco's solutions post-sale. This includes seamless implementation, proactive support, and strategic engagement. Acting as a trusted advisor, the CSM engages with CXOs and senior stakeholders to drive adoption, resolve challenges, and position Ramco as a long-term partner in their success journey. In addition, the CSM brings domain expertise in Payroll and workforce management, along with competitor and market intelligence, to guide customers with best practices and strategic insights.

Key Responsibilities :

Customer Engagement & Relationship Management :

- Serve as the primary point of contact for senior stakeholders, including CXOs.

- Build and nurture trusted advisor relationships, positioning Ramco as a strategic partner.

- Conduct regular executive reviews to showcase progress, value delivered, and future opportunities.

Implementation & Adoption :

- Oversee the customer journey from implementation to steady-state operations.

- Ensure timely, scope-aligned project delivery that meets customer objectives.

- Monitor product adoption and proactively address barriers to effective usage.

Value Realization, Retention & Financial Accountability :

- Align solution capabilities with customer business goals to drive measurable outcomes.

- Identify expansion opportunities and collaborate with Sales for upsell/cross-sell initiatives.

- Track customer health metrics and proactively manage risks related to dissatisfaction or churn.

- Own P&L accountability for assigned accounts, with accurate forecasting, planning, and delivery of revenue and profitability targets.

Escalation & Issue Resolution :

- Anticipate and resolve challenges across technical, process, and business domains.

- Act as an escalation point for support issues, ensuring timely resolution through internal collaboration.

Internal Collaboration, Advocacy & Market Intelligence :

- Partner with Product, Engineering, and Support teams to channel customer feedback into product improvements.

- Represent the "voice of the customer" internally, advocating for their needs and success outcomes.

- Provide insights on payroll domain trends, competitor positioning, and market shifts to influence customer strategy and internal product roadmaps.

Qualifications & Experience :

- 10-15 years of experience in customer-facing roles such as implementation, account management, or consulting.

- Proven track record of engaging with CXO-level stakeholders and influencing strategic outcomes.

- Strong domain knowledge in Payroll and workforce management, with awareness of competitor offerings and market trends.

- Experience in managing end-to-end customer lifecycle-from onboarding to renewal.

- Demonstrated ability to manage account-level P&L, including forecasting and financial planning.

Skills & Attributes :

- Executive presence and excellent communication skills, with the ability to translate technical solutions into business value.

- Consultative mindset with strong problem-solving and critical thinking.

- Ability to manage multiple customer relationships and priorities simultaneously.

- Collaborative approach with a balance of empathy for customers and advocacy for business goals.

- Data-driven, with comfort in using metrics to track adoption, success, risks, and financial outcomes.

Success Measures :

- High customer satisfaction (NPS/CSAT scores).

- On-time, successful implementations and smooth transitions to support.

- Improved product adoption and utilization rates.

- Customer retention and renewal rates.

- Identification and conversion of expansion opportunities.

- Achievement of P&L targets through accurate planning, forecasting, and financial discipline.

- Contribution to product competitiveness through payroll domain expertise and market intelligence.