Customer Success Manager

Role Overview

The Customer Success Manager owns the post-sales lifecycle for enterprise SaaS accounts, focused on driving adoption, retention, and net revenue retention in a technical environment. You will partner with Product, Engineering, and Account Executives to ensure technical onboarding aligns with each customer’s business goals.

Responsibilities

• Manage a portfolio of mid-market and enterprise SaaS customers
• Own onboarding, adoption, renewals, and expansion
• Run regular Business Reviews with key stakeholders to align platform usage to business objectives
• Collaborate with Technical Support and Engineering to troubleshoot and resolve escalated platform/integration issues
• Identify expansion opportunities and work with AEs to drive upsell and cross-sell revenue
• Analyze product usage data to identify churn risks and implement retention strategies
• Gather and synthesize customer feedback to advocate for product roadmap improvements

Requirements

• 3–6 years of experience in customer success, account management, or technical consulting in B2B SaaS
• Proven track record managing enterprise accounts and meeting retention / net retention targets
• Familiarity with technical integrations, APIs, and data workflows
• Proficiency with CRM and customer success platforms, including Salesforce, Gainsight, or ChurnZero
• Bachelor’s degree in Business, Computer Science, or related field

Bonus (Nice-to-haves)

• Experience with developer tools, data infrastructure, or technical product enablement