Manager - Customer Success - SaaS

4 weeks ago

Gurugram, India Farsight Technologies Full time

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. (ref:iimjobs.com)

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