Customer Success Manager

We are seeking an experienced Customer Success Manager enhance our customer success initiatives. The ideal candidate should have a strong background in Source-to-Pay (S2P) and procurement domain, with a proven track record of driving customer satisfaction (CSAT), NPS, Retention and revenue growth.

Job Overview :

The Customer Success Manager will be responsible for leading a team that ensures the successful deployment, adoption, and value realization of our solutions. This role will focus on business outcomes, helping clients achieve their goals while also driving customer satisfaction through improved NPS (Net Promoter Score) and CSAT (Customer Satisfaction Score). You will play a critical role in enhancing customer retention, identifying upsell and cross-sell opportunities, and contributing to overall revenue growth. The role involves managing both Technical Account Managers (TAMs) and Customer Success Managers (CSMs), overseeing the technical and business aspects of the customer relationship to ensure long-term success and profitability.

Key Responsibilities:

• Customer Success Strategy: Develop and implement customer success strategies focused on improving NPS (Net Promoter Score), CSAT, and overall customer health to drive retention and growth.
• Client Relationship Management: Build strong, long-term relationships with key stakeholders, ensuring customer satisfaction, loyalty, and sustained revenue growth.
• Domain Expertise: Leverage deep knowledge of S2P/P2P and procurement processes to understand customer needs and deliver tailored solutions that enhance business value.
• Cross-Functional Collaboration: Partner with Sales, Product, Implementation, and Support teams to ensure seamless customer experiences and identify cross-sell and upsell opportunities.
• Customer Advocacy: Act as the voice of the customer, providing feedback to internal teams to influence product development and service improvements.
• Metrics & Reporting: Define and track key customer success metrics, including NPS, CSAT, churn rate, adoption rates, and revenue growth from cross-sell and upsell activities.
• Account Growth: Identify and execute strategies for cross-selling and upselling to expand account value, contributing directly to the company’s revenue goals.

Skills And Expertise:

• Experience: 5–15 years of experience in customer success, account management, or consulting roles, with a strong focus on S2P and procurement domains.
• Domain Expertise: In-depth knowledge of Source-to-Pay, procurement processes, and related solutions like GEP, Ivalua, ARIBA, Jagger or COUPA etc is MUST
• Leadership: Proven track record of managing enterprise-level accounts and scaling customer success teams in a SaaS environment.
• Strategic Thinking: Ability to develop and execute customer success strategies that drive revenue, improve NPS/CSAT, and reduce churn. Strong data-driven approach to decision-making, with a focus on identifying cross-sell, upsell, and revenue growth opportunities
• Communication: Excellent verbal and written communication skills with strong stakeholder management abilities.
• Problem-Solving: Strong analytical and problem-solving skills to address complex customer issues and identify growth opportunities.
• Travel: Ability to travel as needed to meet with key accounts and support team initiatives.
• Experience managing multiple high-priority customer accounts in a fast-paced environment.
• Education: Bachelor’s degree in Business, Supply Chain, or a related field; MBA is a plus.

Why You Should Join Zycus

1. Cloud Product Company: We are a Cloud SaaS Company and our products are created by using the latest technologies like ML and AI. Our UI is in Angular JS and we are developing our mobile apps using React.
2. A Market Leader: Zycus is recognized by Gartner (world’s leading market research analyst) as a Leader in Procurement Software Suites.
3. Move between Roles: We believe that change leads to growth and therefore we allow our employees to shift careers and move to different roles and functions within the organization
4. Get a Global Exposure: You get to work and deal with our global customers.
5. Create an Impact: Zycus gives you the environment to create an impact on the product and transform your ideas into reality. Even our junior engineers get the opportunity to work on different product features.

Zycus is a pioneer in Cognitive Procurement software and has been a trusted partner of choice for large global enterprises for two decades. Zycus has been consistently recognized by Gartner, Forrester, and other analysts for its Source to Pay integrated suite.

Zycus powers its S2P software with the revolutionary Merlin AI Suite. Merlin AI takes over the tactical tasks and empowers procurement and AP officers to focus on strategic projects; offers data-driven actionable insights for quicker and smarter decisions, and its conversational AI offers a B2C type user-experience to the end-users.

Zycus helps enterprises drive real savings, reduce risks, and boost compliance, and its seamless, intuitive, and easy-to-use user interface ensures high adoption and value across the organization.

Start your #CognitiveProcurement journey with us, as you are #MeantforMore