客户成功经理
Customer Success Manager
职位名称：客户成功经理
地点：远程
职位范围：
我们正在寻找一位经验丰富的客户成功经理，负责使用我们的 SaaS 产品推动客户的成功。该职位强调客户满意度、产品采用率、功能启用、主动的客户健康管理和 SLA 及 SOP 的遵守，同时识别持续改进客户体验的机会。理想的候选人应是积极主动、具备商业意识且以客户为中心的专业人士，能够建立牢固的客户关系，预判客户需求，与内部团队有效协作，并识别和完成付费变更请求（CR）和扩展机会。
职责：
- 客户关系与成功管理：
- 作为分配客户的首要联系人，建立信任的长期关系，了解客户的目标和挑战，定期进行客户接触和业务回顾，负责客户成功计划，并主动识别和缓解客户风险。
- • 产品采用与使用监控：
- 衡量和监控产品和功能的采用情况，识别未充分利用的功能或使用量下降的情况，建立采用指标，并与客户合作提高使用率，展示产品带来的更大业务价值。
- 功能启用与持续改进：
- 与产品发布保持同步，主动识别对每个客户相关的新功能。通过发布沟通、演示、操作指南和客户参与，推动功能启用，使客户持续从新功能和改进中获益。
- 客户健康与系统健康监控：
- 维护涵盖采用率、支持趋势、SLA 表现、系统健康、客户情绪和参与度的客户健康指标。定期进行系统健康检查，识别潜在风险或重复性问题，并向客户提供主动更新和建议。
- • SLA 与服务交付管理：
- 监控 SLA 的遵守情况，主动识别可能的违约或服务级别问题，协调支持和工程团队，并确保客户及时获得事件、解决计划和预期时间表的有意义更新。
- • SOP 与运营治理：
- 理解并维护客户特定的标准操作流程（SOP）、治理流程和约定的工作方式。确保已商定的 SOP 得以执行。
查看英文原文
Job Title: Customer Success Manager
Location: Remote
Job Scope:
We are seeking an experienced Customer Success Manager to own and drive the success of our customers using
our SaaS products. This role emphasizes customer satisfaction, product adoption, feature enablement, proactive
customer health management, SLA and SOP adherence and identification of opportunities to continuously improve
the customer experience. The ideal candidate will be a proactive, commercially aware and customer-centric
professional who can build strong customer relationships, anticipate customer needs, coordinate effectively with
internal teams and identify and close paid Change Request (CR) and expansion opportunities.
Responsibilities:
- Customer Relationship and Success Management:
Act as the primary point of contact for assigned customers, build trusted long-term relationships, understand
customer objectives and challenges, conduct regular customer touchpoints and business reviews, own
customer success plans and proactively identify and mitigate customer risks.
• Product Adoption and Usage Monitoring:
Measure and monitor product and feature adoption, identify underutilized capabilities or declining usage,
establish adoption metrics and work with customers to increase usage and demonstrate greater business value
from the product.
- Feature Enablement and Continuous Improvement:
Stay aligned with product releases and proactively identify new features relevant to each customer. Drive
feature enablement through release communication, demonstrations, walkthroughs and customer engagement
so customers continuously benefit from new product capabilities and improvements.
- Customer Health and System Health Monitoring:
Maintain customer health indicators covering adoption, support trends, SLA performance, system health,
customer sentiment and engagement. Conduct periodic system health checks, identify potential risks or
recurring issues and provide proactive updates and recommendations to customers.
• SLA and Service Delivery Management:
Monitor adherence to agreed SLAs, proactively identify potential breaches or service-level concerns,
coordinate with Support and Engineering teams and ensure customers receive timely and meaningful updates
on incidents, resolution plans and expected timelines.
• SOP and Operational Governance:
Understand and maintain customer-specific Standard Operating Procedures (SOPs), governance processes
and agreed ways of working. Ensure agreed SOPs are executed consistently, monitor adherence, identify
deviations and coordinate updates when business processes or product capabilities change.
• Change Request and Revenue Generation:
Proactively identify paid Change Request (CR), enhancement and expansion opportunities. Work with
Product, Implementation and Commercial teams to qualify and scope opportunities, engage customers on
business value and commercial implications and actively pursue identified opportunities through proposal,
negotiation and closure.
- Customer Feedback and Product Advocacy:
Capture structured customer feedback, pain points and enhancement requests, identify recurring themes and
collaborate with Product teams to ensure customer needs are appropriately considered in product prioritization
and roadmap discussions.
• Customer Reviews and Reporting:
Conduct regular customer success reviews and business reviews covering adoption, system health, SLA
performance, support trends, feature enablement, customer sentiment, risks and opportunities. Maintain
accurate customer success records, action plans, commitments and follow-ups.
• Cross-Functional Collaboration:
Collaborate closely with Product, Product Support, Engineering, Implementation, Sales and Commercial
teams to deliver a seamless customer experience. Drive clear ownership, timelines and communication for
cross-functional customer activities and escalations.
• Customer Retention and Advocacy:
Proactively identify churn risks and develop mitigation plans. Monitor customer satisfaction and engagement,
build strong stakeholder relationships and identify opportunities to turn satisfied customers into product
advocates, references and expansion opportunities.
- Knowledge Management and Continuous Improvement:
Maintain comprehensive customer documentation covering configurations, processes, contacts,
dependencies, SOPs, risks and key decisions. Contribute to knowledge bases and customer collateral and
continuously improve customer success processes based on feedback, data and operational learnings.
Requirements
- Basic Qualifications
o Strong written and verbal communication, listening and interpersonal skills
o Fluency in English (written and spoken)
o Proven customer relationship and stakeholder management skills
o Strong analytical and problem-solving skills with exceptional attention to detail
o Minimum 3 years of experience in Customer Success, Account Management, SaaS Support, Consulting or a
similar customer-facing role
o Strong organizational and time-management abilities, with the ability to manage multiple customers, priorities
and follow-ups
o Ability to proactively identify customer risks, opportunities and areas for improvement
o Strong presentation and business communication skills
o Commercial awareness and ability to identify and pursue revenue opportunities
o Experience working with SLAs, operational processes, service reviews and customer governance
o Proficiency in using computer applications, including the Microsoft Office Suite
- Preferred Qualifications
o Experience with SaaS products, particularly enterprise SaaS solutions
o Experience with HCM solutions, especially those integrated with SAP SuccessFactors
o Experience managing enterprise customers and senior customer stakeholders
o Familiarity with SAP SuccessFactors and related enterprise application ecosystems
o Understanding of SaaS product adoption, customer health metrics and usage analytics
o Experience working with Product, Engineering, Implementation and Support teams
o Experience identifying and managing Change Requests, enhancements or professional-services opportunities
o Familiarity with APIs and enterprise integration environments
o Experience with CRM, customer success or case-management platforms
o Experience conducting QBRs/EBRs or similar customer governance forums
Key Success Measures:
o Customer satisfaction, retention and overall customer health
o Product and feature adoption, including improvement in underutilized capabilities
o Successful enablement and adoption of relevant new product features
o SLA adherence and service-performance trends
o Execution and adherence to agreed customer SOPs and governance activities
o Completion of periodic system health checks and proactive customer communication
o Reduction in recurring customer issues and proactive identification of risks
o Number and value of qualified paid CR opportunities identified
o CR conversion and closure rate and revenue generated from customer-led opportunities
o Quality and timeliness of customer success plans, reviews and reporting
Originally posted on Himalayas