Client Success Manager (SaaS)

At dss+, you don’t just deliver projects - you help save lives, improve performance, and build a more sustainable future.

We are a purpose-led global consultancy partnering with organisations in high-risk and asset-intensive industries to solve complex operational challenges across safety, operational excellence, and sustainability.

We combine deep expertise, practical problem-solving, and digital innovation to deliver measurable and lasting impact for our clients.

This role offers the opportunity to work at the intersection of consulting, digital solutions, and client success, supporting the adoption and impact of SaaS-based transformation initiatives.

You will own the post-sale customer lifecycle, ensuring successful onboarding, driving adoption, and delivering measurable value outcomes — while acting as a key link between clients, product, and delivery teams.

You will play a key role in ensuring the success of SaaS-enabled transformation programmes, working closely with clients to translate business goals into measurable outcomes.

You will manage onboarding, adoption, and retention activities while ensuring high-quality execution, strong stakeholder engagement, and continuous feedback into product and delivery teams.

• Own end-to-end onboarding of SaaS clients, from post-sale handover to successful go-live

• Define, track, and report on customer success metrics including time-to-value, adoption, and retention

• Develop and manage customer success plans aligned with client business objectives and KPIs

• Act as the primary point of contact for clients, building strong relationships and ensuring high satisfaction

• Manage and priorities client requests through JIRA, ensuring SLA adherence and effective resolution

• Coordinate with Product, Engineering, and Support teams to resolve issues and drive continuous improvement

• Lead governance forums (weekly/monthly), including performance reviews, roadmap alignment, and risk management

• Identify opportunities for automation and process optimisation, leveraging digital tools and AI capabilities

• Translate customer feedback into actionable insights for product development and enhancement

• Prepare high-quality client deliverables, including reports, dashboards, and executive presentations

• Ensure quality assurance of configurations and deliverables prior to release

• Support training and enablement for clients and internal teams

You bring strong analytical thinking, a structured and detail-oriented mindset, and the ability to work effectively in fast-paced, international environments. You are comfortable engaging with both technical and business stakeholders, solving problems, and delivering measurable outcomes.

• 6–8+ years of professional experience, including at least 4 years in SaaS Customer Success, Client Success, or client-facing consulting roles

• Proven experience managing post-sale customer lifecycle, including onboarding, adoption, and retention

• Hands-on experience working with enterprise clients and managing complex client environments

• Experience working with Agile teams, product organisations, and cross-functional stakeholders

• Strong communication and stakeholder management skills, including ability to engage executive audiences

• Structured problem-solving and operational discipline, particularly in ticket and workflow management

• Ability to translate business needs into product and delivery requirements

• Strong analytical and data storytelling skills, with experience reporting on KPIs and performance metrics

• Proactive and solution-oriented mindset, with a continuous improvement focus

• Ability to work effectively across global teams and time zones

• Strong experience with JIRA (mandatory) and ticket/workflow management tools

• Experience with analytics and reporting tools (Excel, Power BI, Tableau or similar)

• Familiarity with product analytics tools (e.g., Mixpanel, Pendo, Gainsight)

• Proficiency in PowerPoint and client presentation development

• Basic understanding of SQL and data analysis concepts is a plus

• Experience leveraging AI tools for workflow optimisation and communication is advantageous

• Bachelor’s degree in Business, Engineering, Computer Science, IT, or related field

• Fluency in English required

• Ability to work in a hybrid model based in Chennai, India

• Flexibility to collaborate across global time zones

We are implementers and change-makers. Our teams work from the boardroom to the shop floor, helping organisations build resilience, improve performance, and sustain results over time.

Our expertise spans industries including metals and mining, energy, chemicals, manufacturing, and private equity — combining deep operational knowledge with transformation and capability-building expertise.

dss+ is committed to building a diverse workforce and fostering an inclusive culture where everyone is respected, valued, and able to contribute fully.

We believe diversity strengthens our organisation and drives better outcomes for our people, our clients, and the communities we serve.