Customer Success Manager (CSM)

Drive post-sale adoption, retention, and expansion across a portfolio of high-value enterprise SaaS accounts.

Responsibilities

Own retention, customer health, and Net Revenue Retention (NRR) for a dedicated book of mid-market and enterprise customers
Lead structured onboarding, technical enablement, and regular business reviews (QBRs) to connect product features to customer business outcomes
Monitor product adoption metrics and health scores in Gainsight and Salesforce to proactively intervene for at-risk accounts
Partner with Product and Engineering to advocate for customer needs and resolve critical technical escalations
Identify upsell/expansion opportunities throughout the customer lifecycle and collaborate with Account Executives to close expansion revenue
Deliver training, documentation, and best-practice guides to improve product stickiness and user engagement

3–6 years experience as a Customer Success Manager, Account Manager, or Implementation Consultant in B2B SaaS
Proven track record maintaining gross retention > 90% and managing a book valued at $1.5M+ ARR
Strong technical aptitude; ability to explain APIs, data integrations, and workflows to non-technical stakeholders
Proficiency with Salesforce and Gainsight; experience with Zendesk and product analytics tools such as Mixpanel or Pendo
Bachelor’s degree in Business, Communications, Computer Science, or related field

Experience supporting sales technology, CRM platforms, or developer-focused SaaS
Active Customer Success certifications