Customer Success Manager

Overview

About the Role

Customer Relationship Management

• Serve as the primary point of contact for strategic customer accounts.
• Build and maintain strong relationships with key stakeholders, decision-makers, and executive sponsors.
• Conduct regular business reviews and success planning sessions with customers.
• Understand customer business objectives and align solutions to achieve desired outcomes.

Project & Delivery Governance

• Collaborate with project managers, delivery teams, and solution architects to ensure successful execution of E-commerce and ERP projects.
• Monitor project health, milestones, risks, dependencies, and customer satisfaction.
• Drive issue resolution and escalation management when required.
• Ensure successful onboarding, adoption, and utilization of implemented solutions.

Customer Success & Retention

• Develop customer success plans and track measurable business outcomes.
• Identify opportunities to improve customer engagement and product adoption.
• Drive customer retention, renewals, and long-term partnership growth.
• Monitor customer health metrics and proactively address concerns.

Strategic Account Growth

• Identify upselling, cross-selling, and expansion opportunities across existing accounts.
• Work closely with Sales, Pre-Sales, and Delivery teams to support account growth initiatives.
• Assist customers in defining digital transformation roadmaps and future enhancements.

Process & Governance

• Establish account governance frameworks and communication plans.
• Prepare executive-level reports, customer success metrics, and business performance reviews.
• Ensure adherence to service-level agreements (SLAs) and contractual commitments.

Required Skills & Experience

• 10–15 years of experience in Customer Success, Account Management, Program Management, or Client Partner roles.
• Strong experience managing enterprise customers across E-commerce / ERP projects.
• Proven experience handling large-scale digital transformation engagements.
• Strong stakeholder management and executive communication skills.
• Experience managing multiple customer accounts simultaneously.
• Strong understanding of project lifecycle management and delivery governance.
• Ability to identify business opportunities and drive account growth.

Preferred Domain Experience

• E-commerce Platforms (Adobe Commerce/Magento, Shopify, BigCommerce, WooCommerce, CommerceTools, etc.)
• ERP Solutions (Odoo, SAP, Microsoft Dynamics, Oracle ERP, NetSuite, etc.)
• Omnichannel Commerce, Digital Transformation, CRM, and Business Process Automation initiatives.

Soft Skills

• Excellent communication and presentation skills.
• Strong problem-solving and conflict-resolution abilities.
• Customer-first mindset with strong business acumen.
• Leadership and team collaboration skills.
• Ability to influence stakeholders at all organizational levels.

Education

• al Qualification
• Bachelor's degree in Engineering, Computer Science, Information Technology, Business Administration, or related field.
• MBA or relevant certifications in Customer Success, Project Management, ERP, or E-commerce will be an added advantage.

Travel Requirement

• This role may require frequent travel across the **GCC** based on client engagements, project reviews, business meetings, workshops, and relationship management activities.
• The candidate should be comfortable visiting customer locations and managing on-site stakeholder interactions whenever required.

Success Metrics

• Customer Satisfaction (CSAT) & Net Promoter Score (NPS)

• Customer Retention & Renewal Rate

• Revenue Growth from Existing Accounts

• Executive Stakeholder Satisfaction