Senior Customer Success Manager

About Us

Zycus, recognized by leading analyst firms in procurement technology, empowers teams to unlock deep value through its comprehensive Source-to-Pay (S2P) solutions. At the heart of our S2P solution is the Merlin Agentic Platform, which orchestrates intelligent AI agents to deliver simplified, efficient, and compliant processes.

The Merlin Intake Agent offers business users unparalleled ease of use, increasing adoption rates and significantly reducing non-compliant spending. For procurement teams, the Merlin Autonomous Negotiation Agent handles tail spend autonomously, securing additional savings; the Merlin Contract Agent helps draft compliant contracts and reduces risks by actively monitoring them; and the Merlin AP Agent further enhances efficiency by automating invoice processing with exceptional speed and accuracy.We Are An Equal Opportunity Employer:

Zycus is committed to providing equal opportunities in employment and creating an inclusive work environment. We do not discriminate against applicants on the basis of race, color, religion, gender, sexual orientation, national origin, age, disability, or any other legally protected characteristic. All hiring decisions will be based solely on qualifications, skills, and experience relevant to the job requirements.

Job Description

Zycus is looking for Senior Customer Success Manager with at least 04 to 07 years of experience in a Customer Success or Account Management role. In this role you will Identify, nurture the cross-sell and up-sell opportunities, manage renewals, post implementation support, operation management, ROI, NPS, showcasing product capabilities to existing customers & managing overall pulse of the Account portfolio aligned as part of the Global Delivery. Providing solutions for Customers during operations, manage & own escalations. Support Pre-Sales activities, which includes responding to RFPs & attending and presenting demos with the help of the Solution Consultants. We prefer candidate with experience with Source-to-Pay (S2P) or Procure-to-Pay (P2P) solutions like SAP Ariba, Coupa, Ivalua, Basware, Jaggaer, or similar platforms.

The Senior Customer Success Manager will work as part of Technical Account Management Team to deliver analytical, solution-oriented services to Fortune 500 clients.

Based upon experience, specific responsibilities may include:

Role and Responsibilities:

• You will be responsible for customer relationship with our global Enterprise customers and customer retention along with other areas which fall under the global customer success portfolio.
• Design and build Customer Success Strategy to create a strong and loyal customer base and ensuring company's growth
• Identify opportunities for continuous improvement
• Help foster company-wide culture of Customer Success
• Be passionate about Customer success through Continuous Value Engineering and Operational Delight
• Be a trusted advisor to customer and build relationships with Customer's C-Level for aligning Customer's vision and key KPIs with Zycus' Continuous Value Delivery Framework
• Improve customer experience, develop strategies to address issues & improve CX/ NPS
• Generate leads and opportunities for cross-sell to Customer Account Management Team
• Own Zycus' Renewal and be responsible to exceed targets through Continuous Adoption and Value Tracking for customer
• Create ROI and Value proposition to customer for continued renewal of contracts and business growth. Work with Customer Account Management team in drafting Contracts / amendments for renewals.
• Responsible for continuous improvement in Operational Excellence for Value Consulting, Issue Management and Support.
• Should have experience of leading large teams/ direct reportees with handsome experience in refactoring business processes for higher efficiency and customer delight.
• Manage the delivery and follow-ups of proactive support designed to reduce costs and reactive support cases.
• Define processes for delivering solution effectively with high quality, productivity and early / on-time delivery.
• Get high customer satisfaction on all projects (min 8 on a scale of 10) with a focus on moving towards Perfect 10
• Has extensive experience in handling global Customer majorly US, EMEA, APAC & ANZ. (Role is for US Region/ Accounts)
• Create / enable creation of project planning document and sign-off in the Operational phase.
• Create environment for knowledge sharing within team to boost technical / operational knowledge.
• Own customer reference ability target for greater than 80%

Job Requirement

• Bachelor's degree in IT / Engineering / Business Systems or related field.
• Zycus, Coupa, iValua, GEP, Birchstreet etc., Ariba, Jagger, Birchstreet certification (preferred) or equivalent S2P/P2P certifications.
• 04-07 years' experience in Account Management, Operations Management, and Customer Success/ Support at technology/ software companies.
• Experience in leading Customer Success, Delivery, and Support function in a leadership capacity required.
• Preferable from SaaS background.
• Prior experience of working in Supply Chain & Procurement software domain will be an added advantage.
• Should have experience of working with Global Customers.
• Should have Strategic Vision and leadership skills.
• Shift: As per global region assigned.

• Opportunity to work with global Fortune 500 clients in a high-impact, premium support capacity.
• A collaborative and innovative work culture where customer satisfaction is at the heart of what we do.
• Professional growth opportunities with exposure to cutting-edge SaaS procurement technology.
• Competitive compensation and benefits.

About Zycus:

Zycus, recognized by leading analyst firms in procurement technology, empowers teams to unlock deep value through its comprehensive Source-to-Pay (S2P) solutions. At the heart of our S2P solution is the Merlin Agentic Platform, which orchestrates intelligent AI agents to deliver simplified, efficient, and compliant processes.

The Merlin Intake Agent offers business users unparalleled ease of use, increasing adoption rates and significantly reducing non-compliant spending. For procurement teams, the Merlin Autonomous Negotiation Agent handles tail spend autonomously, securing additional savings; the Merlin Contract Agent helps draft compliant contracts and reduces risks by actively monitoring them; and the Merlin AP Agent further enhances efficiency by automating invoice processing with exceptional speed and accuracy.