Customer Success Manager

We are hiring a Customer Success Manager (CSM) to own post-sale adoption, value realization, and retention for our SaaS/Cloud engagements, starting with Amazon Quick. The CSM is responsible for ensuring that customers achieve maximum business value from the SaaS solutions we deploy, serving as the Single Point of Contact between the customer, our internal teams, and SaaS/cloud providers, coordinating all activities to drive adoption, retention, and expansion. This is a strategic hire: beyond Amazon Quick, the CSM will build the customer success playbook, tooling, and best practices our team will reuse across future SaaS/Cloud adoption projects, making this role fundamental to our growing adoption practice.Note: This is a business-facing role, not a hands-on technical position. Key responsibilities:1. Adoption & Customer Value ManagementDevelop and execute an Adoption Plan (Amazon Quick and other SaaS solutions) for each customer, including objectives, timeline, milestones, and success criteria.Monitor and report adoption metrics: active users, usage frequency, feature adoption rate, and license/seat utilization.Proactively analyze usage data to identify early signs of adoption decline and propose intervention actions.Ensure customers achieve the committed business outcomes (ROI, time-to-value, operational efficiency) from their SaaS/cloud investment.2. Internal OrchestrationMonitor and report on service quality delivered by the Customer Support (CS) team — SLA compliance, ticket quality, resolution time, and escalation patternsHold regular meetings with the CS team to review performance and improve processes.Act as the business-priority liaison to the Internal technical team — translating customer/business impact into case prioritization. The technical resolution remains owned by the technical team.Coordinate internal resources (Account Manager, Solutions Architect, Delivery team) to support customers: workshops, PoC, enablement sessions, and new feature updates.3. Customer Relationship ManagementAct as the single point of contact for the customer — receiving all requests, feedback, and escalations.Organize regular check-ins (bi-weekly/monthly) with customers to review progress and gather feedback.Lead Quarterly Business Reviews (QBRs) with the participation of the customer and relevant internal teamsBuild relationships with multiple customer-side stakeholders: IT, Business, and C-level.4. Enablement & Training CoordinationCollaborate with the Training Specialist to design appropriate training plans for each user group.Build a Champions Program — developing power users on the customer side to enable internal self-service support.Ensure customers are kept up to date on new features, best practices, and relevant use cases.5. Expansion & RetentionIdentify upsell/expand opportunities: additional users, departments, use cases, and supplementary SaaS productsCoordinate with the Account team to drive adoption expansion and manage the renewal process, and ensure the high renewal rate.Develop and execute Retention Plans for customers at risk of churn.Qualifications & Requirements:5+ years of experience in Customer Success, Account Management, or Service Delivery roles.Strong experience working in SaaS adoption at SI/Consulting companies for the customers in various industries such as BFSI, manufacturing, real estate, etc.Solid understanding of SaaS business models and adoption rollout strategies: subscription, adoption lifecycle, churn management.Basic knowledge of cloud platforms (AWS, Azure, or GCP).Familiarity with ITIL/ITSM framework (incident, change, and service request management).Foundational knowledge of BI/Analytics.Experience coordinating cross-functional teams is a strong advantage.Fast learner, comfortable picking up new products and technologies as our SaaS/cloud portfolio expands beyond Amazon Quick.Data-driven mindset: comfortable working with adoption/usage dashboards to drive decisions.AWS Cloud certification, ITIL Foundation, or PMP certification is an advantage.