About the Role

We are looking for a Customer Success Manager (CSM) who will take end-to-end ownership of customer satisfaction, customer retention and long-term account success.

The Customer Success Manager will be the key relationship owner between Mawai and its customers. The person will regularly interact with customers to understand their business requirements, concerns, service experience, grievances and expectations.

The CSM will coordinate closely with Mawai's SAP consultants, project managers, functional leads, technical teams and senior management to ensure that customer problems are resolved quickly, effectively and with the utmost satisfaction of the customer.

The person will not merely communicate or forward customer complaints. The CSM will own the problem until resolution, continuously follow up with the responsible Mawai team, escalate internally when required, and recommend additional/external expertise when Mawai's internal capabilities are not sufficient.

The ultimate objective of this role is:

Customer Satisfaction Customer Retention Customer Loyalty Additional Business

Role & responsibilities:

1. Customer Relationship & Regular Engagement

- Act as the primary relationship owner for assigned Mawai customers.
- Maintain regular interaction with customers to understand their satisfaction level, concerns, expectations and business priorities.
- Conduct periodic customer review meetings and service review discussions.
- Develop a strong understanding of each customer's business processes, SAP landscape, current projects and support requirements.
- Build trusted relationships with customer stakeholders, including business users, IT teams and senior management.
- Proactively identify potential dissatisfaction before it becomes a formal escalation.

2. Customer Satisfaction End-to-End Ownership

- Take full ownership of customer satisfaction for assigned accounts.
- Understand customer complaints, concerns, service gaps and escalations in detail.
- Ensure that every significant customer concern has a clear owner, action plan and expected resolution date.
- Coordinate with the relevant Mawai internal teams to resolve customer problems.
- Follow up continuously until the customer concern is satisfactorily resolved.
- Do not consider an issue closed merely because the internal team has provided a response; ensure that the customer is satisfied with the resolution.
- Maintain visibility of all important customer concerns and escalations.

3. Internal Coordination & Problem Resolution

- Coordinate with SAP functional consultants, technical consultants, AMS teams, project managers, practice heads and other internal stakeholders.
- Understand the root cause of customer problems and identify the appropriate internal owner.
- Track commitments made by Mawai teams to customers and ensure timely delivery.
- Challenge internal teams when commitments are delayed or customer expectations are not being met.
- Identify recurring service problems and work with internal teams to develop permanent/preventive solutions.
- Ensure that customer issues are not repeatedly transferred between teams without ownership.

4. Escalation Management

- Take immediate ownership of critical customer escalations.
- Escalate unresolved or delayed issues to the appropriate Mawai senior management.




- Escalate situations where an internal team member or consultant is not responding or is unable to resolve the customer's problem within the committed timeline.
- Clearly communicate to senior management:

- Customer concern

- Business impact

- Current status

- Internal actions already taken

- Required decision/support

- Recommended next steps
- Recommend involvement of a senior consultant, specialist, partner or external expert when the required expertise is not available internally.
- Ensure that management escalations result in action and not merely discussion.

5. Customer Retention

- Maintain a continuous pulse on customer satisfaction and relationship health.
- Identify customers at risk of dissatisfaction or attrition.
- Develop corrective action plans for customers showing signs of dissatisfaction.
- Work with internal teams to improve service quality and customer experience.
- Conduct periodic customer health reviews.
- Ensure that key customer relationships remain strong and sustainable.
- Take proactive action to retain customers and reduce customer attrition/churn.

6. Account Growth & Additional Business

- Develop a strong understanding of the customer's future business and technology requirements.
- Identify opportunities for additional SAP services, implementation projects, AMS expansion, upgrades, migrations, BTP, AI, integrations and other relevant Mawai offerings.
- Identify cross-selling and up-selling opportunities based on genuine customer needs.
- Coordinate with Mawai's sales and consulting teams to develop appropriate proposals.
- Strengthen Mawai's position as a strategic technology partner, rather than only a service provider.
- Support account expansion and generation of additional business from existing customers.

7. Customer Feedback & Voice of Customer

- Collect structured customer feedback regularly.
- Conduct customer satisfaction surveys / CSAT reviews wherever applicable.
- Identify common customer complaints and service-quality gaps.
- Analyse customer feedback and communicate actionable insights to senior management.
- Ensure customer feedback is converted into measurable improvement initiatives.

8. Service Performance Monitoring

- Review customer support and project performance on a regular basis.

- Monitor

- Open and overdue tickets

- SLA performance

- Critical incidents

- Response and resolution time

- Recurring issues

- Customer escalations

- Resource performance

- Customer satisfaction
- Prepare customer-wise health/status reports for management.
- Highlight early warning indicators to management before they become serious customer issues.

9. Customer Review & Governance

- Organize periodic Monthly / Quarterly Business Reviews (MBR/QBR) with customers.
- Present service performance, achievements, open issues, risks, improvement initiatives and future plans.
- Maintain action trackers and ensure closure of agreed actions.




- Coordinate internally before customer reviews to ensure that commitments and status are accurate.

Key Performance Indicators (KPIs) The success of this position will be measured primarily through customer outcomes, not only activities.

Customer Satisfaction

- Customer Satisfaction Score / CSAT
- Customer feedback and relationship health
- Reduction in customer complaints
- Reduction in repeated escalations

Customer Retention

- Customer retention rate
- Renewal / continuation of AMS and service contracts
- Reduction in customer attrition/churn

Problem Resolution

- Timely closure of customer escalations
- Reduction in unresolved/overdue customer issues
- SLA compliance
- Effectiveness of corrective and preventive actions

Customer Relationship

- Frequency and quality of customer engagement
- Customer review completion
- Senior stakeholder engagement
- Customer relationship strength

Account Growth

- Additional business generated from existing customers
- Cross-sell / up-sell opportunities
- Expansion of AMS / consulting services
- New projects identified from existing accounts

Preferred candidate profile

- Bachelor's degree in Business Administration, IT, Computer Science, Engineering or a related field.
- 5-10 years of experience in Customer Success, Account Management, Client Relationship Management, SAP Service Delivery, AMS, Project Management or SAP Consulting.
- Experience working with SAP consulting / IT services organizations will be highly preferred.
- Experience in managing enterprise customers and senior stakeholders.
- Strong understanding of SAP business processes and SAP terminology.
- Exposure to SAP implementation, AMS, support, migration or managed services projects will be an advantage.
- Strong customer relationship and escalation-management skills.
- Excellent verbal and written communication skills.
- Strong problem-solving and analytical ability.
- Excellent coordination, follow-up and stakeholder-management skills.
- Ability to work under pressure and manage critical customer situations.
- Solid commercial and business-development orientation.
- Ability to understand customer needs and convert them into business opportunities.
- High level of ownership, accountability and customer-centricity.

Critical Competencies Customer Obsession | Ownership | Relationship Management | Escalation Management | Problem Solving | SAP Understanding | Communication | Negotiation | Stakeholder Management | Retention | Account Growth | Business Acumen

What We Expect From This Role The Customer Success Manager should operate with one simple principle:

The customer problem is my problem until the customer is satisfied.

The CSM is expected to take ownership rather than simply coordinate.

If an internal consultant is unable to resolve the problem, the CSM must escalate.

If Mawai does not have the required expertise, the CSM should recommend bringing in the right specialist or external expertise.

If a customer is dissatisfied, the CSM must identify the reason and drive a corrective action plan.

If the customer has additional requirements, the CSM should identify the opportunity and work with the Mawai team to create value.

Ultimate Objective of the Role

Satisfied Customers Retained Customers Loyal Customers More Business from Existing Customers

📌 Customer Success Manager (Noida)
🏢 Mawai Infotech
📍 Noida