Customer Success Manager

Key Responsibilities:

• Serve as the primary relationship owner for strategic and enterprise customers across GCC markets.
• Build and maintain executive relationships with HR, Payroll, Finance, and Business leaders.
• Conduct periodic business reviews to demonstrate value realisation, adoption maturity, ROI, and business outcomes.
• Monitor customer health indicators and proactively execute risk mitigation plans to prevent churn.
• Drive product adoption by promoting feature utilisation, workflow automation, ESS adoption, integrations, and platform best practices.
• Create stakeholder maps and engagement plans to strengthen relationships with key decision-makers and influencers.
• Lead customer retention planning activities.
• Identify expansion opportunities across additional modules, services, compliance advisory, hypercare, and consulting offerings.
• Drive customer advocacy through testimonials, case studies, references, webinars, and executive success stories.
• Partner with Product, Support, Sales, and Implementation teams to resolve escalations and improve customer outcomes.
• Ensure smooth transition from implementation to customer success through structured onboarding reviews and adoption governance.
• Track customer value realisation metrics and present adoption, engagement, and ROI insights during governance reviews.
• Guide customers on GCC-specific compliance workflows, payroll best practices, localisation requirements, and operational readiness.

Required Skills (Intermediate to Advanced Level):

• Customer Relationship Management: Customer Adoption & Engagement (A), Stakeholder Management (A), Executive Relationship Building (A), Escalation Management (I), Renewals & Retention (A)
• Product & Industry Knowledge: HRMS & Payroll SaaS Knowledge (A), GCC HR & Payroll Practices (I), Product Adoption Strategies (A), Integrations & APIs (I), Competitor Awareness (I)
• Customer Success Strategy: Customer Health Management (A), Churn Prevention (A), QBR Management (A), Expansion & Upsell Strategy (I), Customer Advocacy Programs (I)
• Digital & Technical Skills: Customer Success Platforms (I), Product Usage Analytics (A), Reporting & Dashboards (A), Automation Tools (I)
• Data-Driven Customer Success: Health Scoring (A), Adoption Analytics (A), Churn Analytics (I), Renewal Forecasting (I), Value Realisation Reporting (A)
• Soft Skills: Executive Communication (A), Presentation Skills (A), Negotiation & Influence (I), Cross-Functional Collaboration (A), Customer Empathy (A)
• Regional Expertise: GCC Business Culture (I), Enterprise Change Management (I), Customer Advocacy Development (I), Compliance Awareness (I)

Legend: A = Advanced, I = Intermediate

Key Performance Indicators (KPIs):

• Maintain Customer Health Score between 75-85% across managed accounts.
• Maintain Retention Rate above 90%.
• Reduce annual churn to below 5%.
• Improve renewal forecast accuracy to 90%.
• Maintain CSAT above 80%.
• Achieve NPS of +35 or higher.
• Ensure successful execution of QBRs and executive governance reviews for key accounts.
• Maintain accurate account plans, risk registers, stakeholder maps, and success plans.
• Drive adoption governance during the first 103 days (13-day implementation transition + 90-day hypercare period (Piad offering)).
• Strategic Account Penetration: Increase to 20%.
• Generate upsell and expansion revenue equivalent to 5% to 10% of portfolio MRR.