Senior Customer Success Manager

Key Responsibilities

Client Experience Management

- Build, manage, and grow relationships and spend with key clients and partners by helping them achieve performance that exceeds advertiser expectations

- Manage projects involving complex work streams and cross-functional collaboration (internally and externally)

- Oversee the functional and technical team working on the client and take ongoing status updates

- Dive deep into client performance data; guiding KPI-driven measurement strategies, identifying trends, optimizing to achieve results, and providing recommendations for upsell opportunities

- Serve as the product expert as well as advising on best practices

- Increase client adoption and engagement

- Run steerco meetings and report to senior executives

Client Upgrades Management

- Lead end-to-end upgrade projects for existing client environments, ensuring minimal disruption and maximum value.

- Develop and maintain upgrade schedules and roadmaps in alignment with client and product timelines.

- Partner with internal product and configuration teams to coordinate client readiness for upgrades.

Support for Existing Deployments

- Oversee ongoing support for existing client solutions, ensuring high customer satisfaction and SLA adherence.

- Collaborate with support teams to analyze trends and elevate recurring issues for permanent resolution.

- Monitor client environments to proactively identify and resolve issues impacting performance or satisfaction.

- Monitor and ensure adherence to SLAs, with detailed reviews of support performance reports and insight-sharing with the Customer Success team.

- Conduct regular support performance reviews and prepare reports/dashboards for internal leadership discussions.

- Lead the creation and delivery of monthly support account presentations during executive steering committee meetings on Support topics in collaboration with Customer Success Team lead.

New Release Management

- Manage the complete lifecycle of new product or platform releases from planning through post-implementation.

- Coordinate communication and rollout plans with internal teams and clients.

- Ensure all necessary documentation, training, and support materials are available for successful adoption.

Change Request (CRs)

- Assess and manage incoming client change requests, ensuring accurate scoping, prioritization, and execution.

- Collaborate with cross-functional teams to deliver on approved change requests within agreed timelines.

New SOW Development

- Work with client stakeholders, delivery, and sales to define the scope, approach, and timelines for new work.

- Lead the documentation, and approval process for new SOWs working with Account Manager on pricing.

- Ensure alignment between client needs, technical feasibility, and business objectives.

- Lead implementation kickoffs for Support projects, assist in solution design with the support team, and ensure timely, successful Go Lives.

Client Renewals and cross sells

- Oversee the renewals of client’s licenses

- Responsible for identifying and recommending cross sell opportunities

Required Skills & Qualifications

- 4+ years in sales, account management ideally working with SaaS.

- Ability to manage multiple complex initiatives simultaneously.

- Proven leadership and team management skills.

- Strategic vision to contribute to the development of Sodales Solutions long-term vision and growth.

- Strong communication and leadership skills with a demonstrated ability to motivate, guide through challenges and fostering a culture of accountability.

- Effective decision making and problem-solving capabilities.

- Excellent interpersonal skills with a proven ability to collaborate.

- Agile vision to drive teams’ execution in a timely manner.

- Innovation and adaptability to business growth and market conditions.

- Diversity and inclusion mindset, with openness to work with multicultural teams and customers.

- 5+ years of proven experience in a leadership role overseeing software delivery teams, particularly in the context of SAP Cloud Platform solutions.

- 5+ years in project delivery, project management, or implementation roles, with a proven track record of successfully leading and delivering 5+ end to end project implementations ensuring on time delivery and customer satisfaction.

- Proficient in project planning tools such as Azure DevOps, and familiar with agile or hybrid delivery models.

- Knowledge of Product One; Certifications in project management, AI, or cloud technologies.

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