Associate Manager-Custome Success

Key Responsibilities

• Serve as the primary relationship owner for strategic and enterprise customers across GCC markets.
• Build and maintain executive relationships with HR, Payroll, Finance, and Business leaders.
• Conduct periodic business reviews to demonstrate value realisation, adoption maturity, ROI, and business outcomes.
• Monitor customer health indicators and proactively execute risk mitigation plans to prevent churn.
• Drive product adoption by promoting feature utilisation, workflow automation, ESS adoption, integrations, and platform best practices.
• Create stakeholder maps and engagement plans to strengthen relationships with key decision-makers and influencers.
• Lead customer retention planning activities
• Identify expansion opportunities across additional modules, services, compliance advisory, hypercare, and consulting offerings.
• Drive customer advocacy through testimonials, case studies, references, webinars, and executive success stories.
• Partner with Product, Support, Sales, and Implementation teams to resolve escalations and improve customer outcomes.
• Ensure smooth transition from implementation to customer success through structured onboarding reviews and adoption governance.
• Track customer value realisation metrics and present adoption, engagement, and ROI insights during governance reviews.
• Guide customers on GCC-specific compliance workflows, payroll best practices, localisation requirements, and operational readiness.

Required Skills (Intermediate to Advanced Level)

Category

Skills

Customer Relationship Management

• Customer Adoption & Engagement (A)
• Stakeholder Management (A)
• Executive Relationship Building (A)
• Escalation Management (I)
• Renewals & Retention (A)

Product & Industry Knowledge

• HRMS & Payroll SaaS Knowledge (A)
• GCC HR & Payroll Practices (I)
• Product Adoption Strategies (A)
• Integrations & APIs (I)
• Competitor Awareness (I)

Customer Success Strategy

• Customer Health Management (A)
• Churn Prevention (A)
• QBR Management (A)
• Expansion & Upsell Strategy (I)
• Customer Advocacy Programs (I)

Digital & Technical Skills

• Customer Success Platforms (I)
• Product Usage Analytics (A)
• Reporting & Dashboards (A)
• Automation Tools (I)

Data-Driven Customer Success

• Health Scoring (A)
• Adoption Analytics (A)
• Churn Analytics (I)
• Renewal Forecasting (I)
• Value Realisation Reporting (A)

Soft Skills

• Executive Communication (A)
• Presentation Skills (A)
• Negotiation & Influence (I)
• Cross-Functional Collaboration (A)
• Customer Empathy (A)

Regional Expertise

• GCC Business Culture (I)
• Enterprise Change Management (I)
• Customer Advocacy Development (I)
• Compliance Awareness (I)

Legend: A = Advanced, I = Intermediate

Key Performance Indicators (KPIs)

• Maintain Customer Health Score between 75-85% across managed accounts.
• Maintain Retention Rate above 90%.
• Reduce annual churn to below 5%.
• Improve renewal forecast accuracy to 90%.
• Maintain CSAT above 80%.
• Achieve NPS of +35 or higher.
• Ensure successful execution of QBRs and executive governance reviews for key accounts.
• Maintain accurate account plans, risk registers, stakeholder maps, and success plans.
• Drive adoption governance during the first 103 days (13-day implementation transition + 90-day hypercare period (Piad offering)).
• Strategic Account Penetration: Increase to 20%.
• Generate upsell and expansion revenue equivalent to 5% to 10% of portfolio MRR.