Customer Success Manager

Job not on LinkedIn

🕒 September 1

🇮🇳 India – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 21%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Rolling Arrays Technologies

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2024

👥 HR Tech

☁️ SaaS

🤝 B2B

HR Tech • SaaS • B2B

Rolling Arrays Technologies is an AI-first HR tech company and SAP Gold Partner that builds pre-integrated SaaS add-ons for SAP SuccessFactors. Its products automate and enhance core HR operations — including travel & expense reimbursement, document generation and management, benefits administration, recruitment (AI resume parsing and chatbots), learning management and attendance, employee feedback, talent analytics, and an agentic AI assistant — and are built natively on SAP Business Technology Platform (SAP BTP). RA Tech targets mid-to-large enterprises and public-sector organizations, offering enterprise-grade security and compliance, and is positioned to increase HRIS adoption, reduce administrative overhead, and surface boardroom-ready people analytics.

📋 Description

• Act as the primary point of contact for assigned customers and build trusted long-term relationships • Understand customer objectives and challenges, conduct regular customer touchpoints and business reviews, and own customer success plans • Proactively identify and mitigate customer risks and churn risks • Measure and monitor product and feature adoption, identify underutilized capabilities or declining usage, establish adoption metrics, and increase customer usage • Stay aligned with product releases and drive feature enablement through release communications, demonstrations, walkthroughs and customer engagement • Maintain customer and system health indicators covering adoption, support trends, SLA performance, system health, sentiment and engagement • Conduct periodic system health checks and provide proactive updates and recommendations • Monitor agreed SLAs, identify potential breaches, coordinate with Support and Engineering, and communicate incident updates, resolution plans and timelines • Maintain customer-specific SOPs, governance processes and agreed ways of working; monitor adherence and coordinate updates • Identify paid Change Request, enhancement and expansion opportunities; qualify, scope, propose, negotiate and close opportunities with Product, Implementation and Commercial teams • Capture customer feedback, pain points and enhancement requests and collaborate with Product on prioritization and roadmap discussions • Conduct customer success reviews and business reviews covering adoption, health, SLA performance, support trends, feature enablement, sentiment, risks and opportunities • Maintain accurate customer success records, action plans, commitments and follow-ups • Collaborate with Product, Product Support, Engineering, Implementation, Sales and Commercial teams on customer activities and escalations • Develop churn mitigation plans, monitor satisfaction and engagement, and create product advocates, references and expansion opportunities • Maintain comprehensive customer documentation and contribute to knowledge bases and customer collateral • Continuously improve customer success processes based on feedback, data and operational learnings

🎯 Requirements

• Strong written and verbal communication, listening and interpersonal skills • Fluency in English (written and spoken) • Proven customer relationship and stakeholder management skills • Strong analytical and problem-solving skills with exceptional attention to detail • Minimum 3 years of experience in Customer Success, Account Management, SaaS Support, Consulting or a similar customer-facing role • Strong organizational and time-management abilities, with the ability to manage multiple customers, priorities and follow-ups • Ability to proactively identify customer risks, opportunities and areas for improvement • Strong presentation and business communication skills • Commercial awareness and ability to identify and pursue revenue opportunities • Experience working with SLAs, operational processes, service reviews and customer governance • Proficiency in using computer applications, including the Microsoft Office Suite • Preferred: Experience with SaaS products, particularly enterprise SaaS solutions • Preferred: Experience with HCM solutions, especially those integrated with SAP SuccessFactors • Preferred: Experience managing enterprise customers and senior customer stakeholders • Preferred: Familiarity with SAP SuccessFactors and related enterprise application ecosystems • Preferred: Understanding of SaaS product adoption, customer health metrics and usage analytics • Preferred: Experience working with Product, Engineering, Implementation and Support teams • Preferred: Experience identifying and managing Change Requests, enhancements or professional-services opportunities • Preferred: Familiarity with APIs and enterprise integration environments • Preferred: Experience with CRM, customer success or case-management platforms • Preferred: Experience conducting QBRs/EBRs or similar customer governance forums