Customer Success Manager

We are seeking an experienced Customer Value Manager to enhance our customer success initiatives. The ideal candidate should have a strong background in Source-to-Pay (S2P) and procurement domain. Candidates are working as Solution Architect or Solutions Consultant or Implementation Consultant or Customer Advisor or Procurement Manager or Procurement Advisor or Procurement COE to join our Customer Value Management (CVM) team who will bring together solution expertise with customer success and value delivery. The role is ideal for seasoned Solution experts in Procurement (S2P/P2P) who want to leverage their design, consulting, and advisory experience to drive measurable business outcomes for customers post‑implementation. As a CVM, you will use your deep expertise in Source‑to‑Pay, Procure‑to‑Pay and Procurement Transformation to design value roadmaps, optimize procurement platforms, and ensure customers maximize ROI. You will act as a strategic advisor to clients—providing thought leadership, best practices, and governance —while influencing solution adoption, scalability, and integration with broader business objectives. Job Overview As a Customer Value Manager , you will act as a strategic partner to our enterprise customers, consulting them on Source‑to‑Pay (S2P) best practices, guiding them through post‑implementation value realization, and helping them achieve their procurement digital transformation goals. You will work closely with Procurement COEs, CPOs, and transformation teams, ensuring our customers' use of our solutions directly contributes to CPO‑level KPIs such as spend under management, cost savings, process efficiency, supplier collaboration, and procurement ROI. This is a high‑impact, customer‑facing role focused on driving adoption, advocacy, and business value from our platform. Key Responsibilities Consult customers on industry best practices and strategies around Source‑to‑Pay (S2P) implementation and optimization. Drive post‑implementation value realization by aligning customer procurement objectives with solution capabilities. Understand, map, and track CPO‑level KPIs (e.g., spend under management, realized savings, process automation, supplier performance, compliance rates) to customer outcomes. Lead strategic business reviews, value realization workshops, and continuous improvement initiatives. Collaborate with Procurement COEs, Customer Advisory, and Consulting teams to accelerate procurement digital transformation. Develop and present customer‑specific roadmaps for procurement process excellence and digital maturity. Build strong relationships with executive sponsors, procurement leadership, and operational stakeholders. Proactively monitor customer health and adoption metrics; identify and mitigate risks to renewal and expansion. Advocate for customer needs internally across Product, Support, and Delivery teams to ensure long‑term customer success. 5–15 years of experience in Procurement, S2P Consulting, Procurement COE, Customer Advisory, or Procurement Transformation roles. Prior experience consulting or advising CPOs, Procurement COEs, or transformation leaders. Deep understanding of procurement digital transformation KPIs and value drivers. Background working with leading S2P platforms (e.g., SAP Ariba, Coupa, Ivalua, GEP SMART, Jaggaer) is highly desirable. Strong executive presence with the ability to engage and influence C‑level stakeholders. Commercial mindset with experience supporting renewals, expansions, and customer advocacy. Highly collaborative, outcome‑oriented, and analytical. Comfortable operating in a global, fast‑paced, and matrixed SaaS environment. Customer Relationship Management: Manage a portfolio of enterprise customers in the procurement/S2P space, building trusted relationships with key stakeholders and ensuring consistent, value‑driven engagement. Cross‑Sell & Upsell Execution: Identify opportunities for expansion by understanding customer needs and aligning them with additional modules, products, or services. Collaborate with sales to execute expansion plans. Customer Advocacy: Act as the customer’s internal advocate—ensuring their feedback is shared with Product and Support teams and driving improvements that enhance their experience. Data‑Driven Engagement: Leverage tools and dashboards to monitor metrics like NPS, CSAT, adoption, and utilization. Use insights to inform engagement strategies and account prioritization. Work closely with internal stakeholders across Product, Support, Implementation, and Sales to deliver a cohesive customer experience and support growth opportunities. Account Documentation: Maintain accurate records of customer interactions, health status, and renewal/expansion forecasts in CRM systems. Travel (as needed): Willingness to travel occasionally for strategic account reviews, business reviews, or customer events. Preferred Qualifications Bachelor’s or Master’s degree in Business, Supply Chain, Procurement, or a related field. Procurement certifications such as CIPS, CPSM, or equivalent are a plus. Familiarity with change management, value realization frameworks, and strategic program management. Why You Should Join Zycus Cloud Product Company: We are a Cloud SaaS Company and our products are created using the latest technologies like ML and AI. Our UI is in AngularJS and we are developing our mobile apps using React. A Market Leader: Zycus is recognized by Gartner as a Leader in Procurement Software Suites. Move between Roles: We believe that change leads to growth and therefore we allow our employees to shift careers and move to different roles and functions within the organization. Get a Global Exposure: You get to work and deal with our global customers. Create an Impact: Zycus gives you the environment to create an impact on the product and transform your ideas into reality. Even our junior engineers get the opportunity to work on different product features. #J-18808-Ljbffr