Customer Success Manager - Manila - Ramco Systems

Paglalarawan

Role: Customer Success Manager

Location: Chennai, India | Experience: 12 +Years | Job Type: Full-time | Function: Customer Success / Implementation / Account Management

Ramco Conglomerate

Ramco Systems is part of the $3 billion+ diversified Ramco Group, a legacy enterprise with deep roots in industries such as cement, textiles, engineering, software, energy, and biotech. With over 75 years of heritage and innovation, the Ramco Group is a global powerhouse that blends traditional business values with modern technologies.

Ramco Systems is the Group's technology arm, delivering next-gen enterprise software across Global Payroll, HR, Aviation MRO, ERP, and Logistics. Headquartered in Chennai, India, Ramco serves over 1,000 customers across 35+ countries and is recognized for its AI/ML-based, bot-enabled, and cloud-native solutions.

Our platform is designed for digital operations—trusted by governments, Fortune 500 companies, and high-growth enterprises alike. If you're looking to be part of a company that combines innovation, global exposure, and a mission to disrupt legacy systems with intelligent enterprise applications—Ramco is the place to be.

Role Purpose

The Customer Success Manager (CSM) is responsible for ensuring customers realize maximum value from Ramco's solutions post-sale. This role owns the end-to-end customer journey—from implementation through steady-state operations—driving adoption, value realization, retention, and growth.

Acting as a trusted advisor, the CSM engages with CXOs and senior stakeholders to align Ramco's solutions with business objectives, proactively resolve challenges, and position Ramco as a long-term strategic partner. The role also brings strong Payroll and Workforce Management domain expertise, along with competitor and market intelligence, to guide customers with best practices and strategic insights.

Key Responsibilities

Customer Engagement & Executive Relationship Management

• Serve as the primary point of contact for senior customer stakeholders, including CXOs and decision-makers.
• Build and sustain trusted advisor relationships, positioning Ramco as a strategic partner rather than a vendor.
• Conduct regular executive business reviews to communicate progress, value delivered, risks, and future opportunities.
• Drive alignment between customer business priorities and Ramco's product roadmap.
• Own end-to-end Project & Program Management governance, ensuring delivery excellence across implementations, milestones, resource alignment, risk mitigation, and stakeholder reporting.

Implementation Oversight & Product Adoption

• Own the customer journey from implementation to steady-state operations.
• Ensure on-time, scope-aligned project delivery that meets agreed business outcomes.
• Monitor solution adoption and proactively address gaps or resistance to usage.
• Partner with internal teams to ensure smooth handoffs from implementation to support.

Value Realization, Retention & P&L Ownership

• Align Ramco's solution capabilities with customer business goals to drive measurable outcomes.
• Track customer health indicators (adoption, satisfaction, risks) and proactively mitigate churn.
• Identify expansion opportunities and collaborate with Sales on upsell and cross-sell initiatives.
• Own account-level P&L, including forecasting, revenue planning, and delivery of profitability targets.

Escalation Management & Issue Resolution

• Anticipate and manage anticipated and unanticipated challenges across technical, process, and business dimensions.
• Act as the escalation point for critical customer issues, ensuring timely resolution through cross-functional collaboration.
• Balance customer advocacy with internal priorities to drive win-win outcomes.

Internal Collaboration, Advocacy & Market Intelligence

• Partner with Product, Engineering, and Support teams to channel customer feedback into continuous product improvements.
• Represent the voice of the customer internally, influencing priorities and decision-making.
• Provide insights on Payroll domain trends, competitor positioning, and market shifts to guide customer strategy and internal roadmaps

Required Skills & Experience

• 8–12 years of experience in customer-facing roles such as Customer Success, Implementation, Account Management, or Consulting.
• Proven track record of engaging with CXO-level stakeholders and influencing strategic outcomes.
• Strong domain expertise in Payroll and Workforce Management, with awareness of competitor offerings and market trends.
• Experience managing the full customer lifecycle—from onboarding and adoption to renewal and expansion.
• Demonstrated experience owning account-level P&L, forecasting, and financial planning.

Core Skills & Attributes

• Strong executive presence with excellent communication and stakeholder management skills.
• Ability to translate complex technical solutions into clear business value.
• Consultative mindset with strong problem-solving and critical thinking capabilities.
• Ability to manage multiple customers and priorities in parallel.
• Collaborative approach—balancing empathy for customers with accountability to business outcomes.
• Data-driven orientation, with comfort using metrics to track adoption, risk, success, and financial performance.

Success Measures

• High customer satisfaction scores (NPS / CSAT).
• On-time, successful implementations and smooth transitions to support.
• Improved product adoption and utilization.
• Strong customer retention and renewal rates.
• Identification and conversion of expansion opportunities.
• Achievement of P&L targets through disciplined forecasting and execution.
• Tangible contribution to product competitiveness through payroll domain expertise and market intelligence.