Success Manager - SaaS Product company

About the Role

We are looking for a seasoned Success Manager who can confidently lead our Support, Implementation/Project teams, and overall Customer Success function. This role demands someone who understands SaaS inside out, enjoys solving complex customer challenges, and can guide teams through multiple projects without losing pace or quality.

Key Responsibilities

• Lead & Mentor Teams:

  Manage Support, Implementation, and Success teams; set clear expectations; coach and guide team members for continuous growth.

• Project Oversight:

  Drive multiple ongoing client projects, ensuring timelines, quality, and deliverables are met without compromising customer experience.

• Customer Relationship Ownership:

  Build strong relationships with key clients, understand their business goals, and help them maximize value from our SaaS products.

• Escalation Management:

  Be the point of resolution for critical escalations, ensuring quick turnaround and positive outcomes.

• Performance Management:

  Track team KPIs, support metrics, project status, renewal trends, and overall customer health to maintain service excellence.

• Process Improvement:

  Identify gaps in support, onboarding, or customer lifecycle processes and implement practical improvements.

• Cross-Functional Collaboration:

  Work closely with Product, Engineering, Sales, and Finance teams to ensure smooth communication around product updates, custom requirements, billing, and customer commitments.

• Customer Retention & Growth:

  Drive renewals and upsell opportunities by demonstrating consistent value and customer engagement.

• Reporting:

  Prepare weekly and monthly dashboards for leadership with clear insights and action points.

What You Should Bring

• 810 years of experience in Customer Success/Support/Project Management roles within a SaaS company.
• Strong leadership skills with hands-on experience managing multi-disciplinary teams.
• Solid understanding of SaaS implementation cycles, customer lifecycle management, and post-sales operations.
• Excellent communication, problem-solving, and decision-making skills; someone who stays calm and solution-focused under pressure.
• Ability to manage multiple priorities and drive outcomes in a fast-paced environment.
• A customer-first mindset and the maturity to handle enterprise-level clients.
• Experience with CRM, ticketing systems, and project management tools is an added advantage.

Why Join Us

• Opportunity to work with a global SaaS platform impacting clients across multiple geographies.
• Freedom to implement your ideas and build processes that scale.
• A collaborative environment where leadership values ownership, transparency, and active contribution.