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 robust 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

📌 Customer Success Manager (India)
🏢 Rolling Arrays Technologies
📍 India