Customer Success Manager

Customer Success Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Success Manager based in India.

This role offers the opportunity to become a trusted advisor to enterprise customers using complex cloud and business technology solutions. You will own key customer relationships, ensuring service quality, satisfaction, adoption, retention, and long-term value. Working across customer-facing and technical teams, you will manage escalations, coordinate resolutions, and identify opportunities for continuous improvement. You will also engage with senior stakeholders through strategic business reviews, translating service performance into actionable recommendations. The role requires a strong understanding of public cloud environments, particularly SAP and Oracle solutions, as well as commercial and contractual considerations. You will operate in a global environment where proactive communication, accountability, and customer advocacy are essential. This is an opportunity to combine relationship management, technical understanding, and strategic thinking to influence meaningful customer outcomes.

Accountabilities

• Build and maintain strong, long-term relationships with enterprise customers, acting as a trusted advisor and advocate throughout the service engagement.
• Serve as a primary customer point of contact, ensuring responsive communication and a consistent, high-quality customer experience.
• Maintain regular engagement with customers to understand business priorities, service feedback, emerging risks, and opportunities.
• Proactively identify, manage, and resolve customer escalations while minimizing business disruption and maintaining customer trust.
• Coordinate with cross-functional technical and delivery teams to investigate issues, drive timely resolutions, and establish preventive measures.
• Develop and maintain a strong understanding of customer contracts, service-level agreements, deliverables, and contractual obligations.
• Support contract amendments and renewals while helping establish outcomes that are beneficial for both the customer and the business.
• Conduct Executive Business Reviews with senior customer stakeholders, presenting achievements, service performance, risks, opportunities, and recommendations.
• Develop tailored customer success plans aligned with business objectives and monitor customer health indicators to improve adoption, retention, and expansion.
• Apply knowledge of public cloud solutions, SAP, Oracle, and related technologies to advise customers on best practices and opportunities to optimize their technology investments.
• Work with technical delivery teams to identify recurring issues and contribute to cross-functional continuous improvement initiatives.
• Coordinate service activities and take ownership where required to ensure issues, process gaps, and service delivery concerns are addressed through to closure.
• Support problem-management activities and drive corrective actions to completion.
• Identify opportunities to improve customer experience, service delivery, operational processes, and overall account health.

Requirements

• At least 5 years of experience in Customer Success Management or a similar customer-facing role, preferably within the technology sector.
• Proven experience managing enterprise customer relationships and serving as a primary point of contact for complex technology services.
• Strong customer communication, relationship management, and stakeholder engagement skills.
• Demonstrated experience managing escalations and coordinating timely, effective resolutions across multiple teams.
• Strong understanding of commercial contracts, SLAs, deliverables, and contractual obligations.
• Experience conducting Executive Business Reviews and presenting strategic information to senior and executive-level stakeholders.
• Strong knowledge of public cloud solutions and enterprise technologies, particularly SAP, Oracle solutions, and Oracle Cloud.
• Familiarity with AWS, Microsoft Azure, or Google Cloud is an advantage.
• Understanding of ERP optimization strategies and the integration of enterprise applications with cloud technologies.
• Strong analytical, organizational, and problem-solving abilities.
• Strategic thinker with a customer-first mindset and a strong sense of ownership.
• Excellent written, verbal, presentation, and interpersonal communication skills.
• Ability to coordinate effectively with technical delivery teams and translate complex technology or service issues into clear customer-facing communication.
• Bachelor's degree in Business Administration, Information Technology, or a related discipline, or equivalent professional experience.
• Ability to manage multiple priorities in a fast-paced, customer-focused environment.

Benefits

• Competitive, above-average compensation.
• Fully remote work-from-home arrangement in India.
• Flexible working time models designed to support work-life balance.
• Opportunities to work with global enterprise customers and complex cloud technology environments.
• Possibility of working from abroad from time to time, subject to applicable policies and requirements.
• Attractive health and wellness benefits.
• Company pension or retirement-related benefits, where applicable.
• Continuous training, coaching, and professional development opportunities.
• Individual career planning and opportunities for long-term growth.
• Collaborative working environment with flat hierarchies and open feedback.
• Exposure to innovative SAP, Oracle, cloud, and enterprise technology projects.
• Opportunity to play a strategic role in customer satisfaction, retention, adoption, and growth.
• International and multicultural work environment with cross-functional collaboration.