Customer Success Manager

Location : Chennai / Bangalore / Pune(Remote with occasional travel) Employment Type : Full-Time About Us ORO Labs is an agentic procurement orchestration company on a mission to humanize the procurement experience. Founded in 2020 by former SAP Ariba product leaders, ORO delivers effortless user experiences so businesses can shorten cycle times, decrease risk through end-to-end process visibility, and remain agile in response to change with a no-code platform purpose-built for procurement. Trusted by users in over 70 countries, and supported by an extensive network of implementation and technology partners, ORO helps Fortune 500 and fast-growing global companies automate processes, improve cross-team collaboration, and scale procurement operations. The ORO platform is trusted by the world’s largest brands, including The Coca-Cola Company, Novartis, Danone, Roche, BASF, Liberty Global, Bayer, Millennium, and Booking.com. About the Role As a Customer Success Manager at ORO Labs, you’ll be the trusted partner and primary point of contact for our enterprise clients post-implementation. You’ll work closely with customers to ensure they realize maximum value from ORO’s AI-based procurement platform—driving adoption, engagement, and long-term satisfaction. This is a highly strategic and relationship-driven role that blends business acumen, process expertise, and technical curiosity. You’ll collaborate with cross-functional teams (Product, Engineering, Implementation, and Sales) to ensure seamless customer experiences, identify opportunities for expansion, and champion the voice of the customer internally. What You’ll Do Understand (Depth of Insights) Develop a deep understanding of customers’ business goals, procurement challenges, and success metrics. Serve as a strategic advisor to clients—aligning ORO’s solutions to their evolving needs. Build trusted relationships with key stakeholders at multiple levels within enterprise accounts. Engage (Strategy / Prioritize) Drive regular business reviews, ensuring clear communication of value and ROI. Anticipate customer needs, manage expectations, and guide them through best practices for procurement transformation. Identify risks early and develop mitigation strategies to ensure account health. Organize (Operational Excellence) Monitor customer health scores and adoption metrics, taking proactive actions to improve engagement. Coordinate with internal teams to deliver consistent, high-quality customer experiences. Leverage data and insights to drive continuous improvement in processes and outcomes. Value Creation (Strategic Partnership) Drive measurable business outcomes for customers through ORO’s AI-powered platform. Present data-driven insights that demonstrate value realization and efficiency gains. Partner with account and product teams to identify upsell and cross-sell opportunities aligned with customer goals. Delivery (Execution, Leadership & Experience) Manage post-sales customer relationships to ensure long-term retention and success. Lead onboarding, enablement, and adoption programs that empower customers to use ORO effectively. Collaborate with technical teams to resolve complex issues, ensuring quick and effective resolutions. Represent the customer internally—advocating for their needs and influencing product direction. What We’re Looking For We’re seeking a dynamic and customer-obsessed professional with experience managing enterprise SaaS accounts. The ideal candidate thrives on solving complex business problems, building relationships across multiple levels, and driving measurable value. You should be a proactive communicator, a problem solver by nature, and deeply curious about technology and process optimization. Key Qualifications Experience: 7+ years of experience in Customer Success, Account Management, or Professional Services within an enterprise SaaS environment. Enterprise Stakeholder Management: Proven ability to manage relationships with senior executives and cross-functional teams within large organizations. Procurement or Workflow Expertise: Familiarity with procurement software, process automation, or digital transformation initiatives is highly desirable. Analytical & Strategic Thinking: Ability to interpret customer data, identify trends, and translate insights into actionable strategies. Communication & Influence: Exceptional written and verbal communication skills with the ability to lead executive-level discussions. Collaboration: Strong cross-functional teamwork skills—able to partner with Sales, Product, and Engineering to drive customer outcomes. Tools & Systems: Experience with Customer Success platforms (Gainsight, Totango), CRM (Salesforce), and analytics tools to track success metrics. Mindset: Growth-oriented, empathetic, and driven by delivering measurable business value to customers. Why Work with Us? Be part of a rapidly growing SaaS company redefining enterprise procurement. Collaborate with a global, innovative, and inclusive team. Enjoy a flexible work environment that values autonomy, learning, and impact. Play a pivotal role in helping Fortune 5000 and Global 2000 companies achieve digital procurement excellence. Ready to make an impact? Join us at ORO Labs and help shape the future of customer success in enterprise procurement. Apply now and be part of a team that values innovation, empathy, and execution excellence.