Customer Success Manager

SuperProcure; United States; Remote; USD 90,000 - 140,000; Full time

Job summary

SuperProcure is seeking a Customer Success Manager to partner with enterprise customers to drive product adoption, digital transformation, user engagement, and account growth. You will own onboarding, implement AI-enabled workflows, and collaborate with Sales, Product, Engineering, and Support to deliver measurable ROI and renewals.

The role blends customer success, consultative selling, and SaaS implementation to maximize value and retention.

Qualifications

• 3-5 years in Customer Success, Account Management, Consulting, SaaS, or B2B client-facing roles.
• Engineering/MBA or equivalent postgraduate degree.
• Strong communication, stakeholder management, and presentation skills.
• Working knowledge of AI tools and automation to improve productivity and workflow efficiency.

Responsibilities

• Own customer onboarding, implementation support, and user adoption to maximize product value.
• Drive digital transformation by analyzing business processes and recommending improvements and automation.
• Identify and implement AI-driven solutions and workflow automation to streamline operations.
• Leverage AI tools to automate tasks, improve data analysis, and enhance customer communications.
• Conduct stakeholder training, QBRs, health checks, and adoption reviews.
• Track adoption KPIs, product usage, and customer health metrics; develop action plans.
• Collaborate with Sales to identify upsell and cross-sell opportunities and renewals.
• Build strong relationships with business and operational stakeholders.
• Gather feedback and work with Product/Engineering/Support to improve the product.
• Prepare business value assessments, ROI analyses, and executive presentations.
• Ensure timely issue resolution and delivery of excellent customer support.
• Monitor automation initiatives and identify opportunities for continuous improvement.

Skills

Communication

Stakeholder management

Presentation skills

Analytical thinking

Process improvement

Education

Engineering / MBA or equivalent postgraduate degree

Tools

Excel

PowerPoint

Job description

Role:

We are looking for an Customer Success Manager who will partner with enterprise customers to drive product adoption, digital transformation, user engagement, and account growth. The role combines customer success, consultative selling, and SaaS implementation to ensure customers realize measurable business value while identifying opportunities for expansion and revenue retention.

Responsibilities

• Own customer onboarding, implementation support, and user adoption to ensure successful product utilization and customer satisfaction.
• Drive digital transformation initiatives by understanding customer business processes and recommending best practices, process improvements, and automation opportunities.
• Identify and implement AI-driven solutions and workflow automation to streamline customer operations, reduce manual effort, and improve process efficiency.
• Leverage AI tools to automate repetitive tasks, improve data analysis, generate insights, and enhance customer communication and support processes.
• Conduct stakeholder training, Quarterly Business Reviews (QBRs), health checks, and product adoption reviews.
• Track adoption KPIs, product usage, and customer health metrics; develop action plans to improve engagement and retention.
• Partner with Sales to identify upsell and cross-sell opportunities and support contract renewals.
• Build and maintain strong relationships with business and operational stakeholders.
• Gather customer feedback and collaborate with Product, Engineering, and Support teams to drive continuous product improvement.
• Prepare business value assessments, ROI analyses, and executive presentations highlighting product impact and automation benefits.
• Ensure timely issue resolution and deliver excellent customer support.
• Monitor the effectiveness of automation initiatives and identify opportunities for continuous improvement.

Requirements

• Engineering/MBA or equivalent postgraduate degree from a recognized university.
• 3-5 years of experience in Customer Success, Account Management, Consulting, SaaS, or B2B client-facing roles.
• Excellent communication, stakeholder management, and presentation skills.
• Strong analytical, problem-solving, and process-improvement capabilities.
• Good knowledge of Excel and PowerPoint.
• Understanding of business processes, digital transformation, and customer adoption strategies.
• Working knowledge of AI tools and automation techniques to improve productivity, streamline workflows, and support data-driven decision-making.