Customer success Manager

Responsibilities :

● Serve as a strategic advisor to customers by driving adoption, optimizing configuration, and aligning AppZen's AP automation solutions with business goals.

● Manage multiple customer engagements using strong project management practices, including regular status updates, adoption plans, and action tracking.

● Provide functional and technical expertise across AppZen's accounts payable and invoice automation capabilities, including support for major releases and platform enablement.

● Deliver compelling, data-driven insights to identify opportunities for improvement and enhance customer value realization to improve autonomous rates.

● Collaborate with internal teams and forge strong customer relationships to support growth, self-sufficiency, and long-term success.

● Own a portfolio of enterprise Accounts Payable customers as the primary post-sales relationship owner – driving adoption, value realization, retention, and renewal.

● Drive Business and Value Reviews with customers, representing value realization metrics, expansion opportunities, and scalability avenues.

● Ensure governance and compliance for steady-state account transitions, including systematic Knowledge Transfer from Implementation teams.

● Run regular cadences with customer teams; forecast arising problems, flag issues and concerns ahead of time, and prepare solutions in advance to avoid escalations.

● Proactively monitor and report on operational health metrics (adoption, SLA reports, CSI) to internal and external stakeholders to identify and mitigate risk.

 ● Drive and coordinate RCAs and high-severity issues in close collaboration with PMG, Engineering, and the Global Support organization.

Must-Have :

 

● Strong Procure-to-Pay (P2P) background – deep, hands-on understanding of the end to-end lifecycle across procurement, invoice processing, AP operations, and payments, with working knowledge of how AR operates and intersects with AP. This role is specific to individuals with genuine P2P experience.

● 10+ years in accounts payable, finance, or invoice processing, with a strong preference for hands-on AP operations background.

● Knowledge of financial taxonomy and tax logic – GST rate calculations, tax codes, and jurisdictional treatment.

● Geo Experience - Experience in working across geos, adapting to different AP practices, compliance, and tax regimes globally, and comfortable operating across time zones.

● Hands-on knowledge of major ERP systems – SAP and Oracle at a minimum; familiarity with additional P2P / procurement platforms (Coupa, Ariba, etc.) strongly preferred.

● Demonstrated understanding of multi-vendor dynamics in P2P – how multiple ERPs, procurement suites, and AP automation tools coexist and interact in large enterprise landscapes.

● Experience with SaaS solutions- software configuration, and product demonstrations; familiarity with financial/accounting and CRM systems (e.g., Salesforce).

● Proficiency in AI tools - (Gemini, Claude, Notebook) and Excel, with a goal-oriented, collaborative, curious, and adaptable approach.

● Proven client management skills; able to drive continuous improvement and thrive in fast-paced, high-growth environments.

 ● Communication Skills - ○ Strong communication, organizational skills, attention to detail, and a passion for problem-solving; logical and thorough understanding of the AP and T&E process. ○ Exceptional customer presence and presentation skills; comfortable with C-level executives and liaising across cross-functional teams.

 

Nice-to-Have :

● Consulting experience (Big 4, management consulting, or finance-transformation practice) is a strong added bonus.

● Exposure to AP automation, invoice audit, or Finance AI platforms.

● Experience supporting Fortune 500 / global enterprise customers with operational hubs (GBS/GCC)