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 solid 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 rec

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