Customer Success Manager

Role Overview

Own the end-to-end post-sale customer lifecycle for a portfolio of enterprise SaaS accounts. You will drive adoption, retention, and expansion, partnering with product and sales to ensure customer goals align with platform capabilities.

Responsibilities

• Manage a portfolio of high-value accounts to achieve strong net retention and low churn
• Lead onboarding, training, and strategic business reviews to increase platform adoption and utilization
• Identify and execute expansion/upsell opportunities in coordination with account executives
• Serve as the primary escalation point for technical and operational issues, collaborating with engineering to resolve blockers
• Track account health metrics using CRM and customer success platforms to proactively mitigate churn risk
• Collect product feedback and synthesize insights for product and engineering teams

Requirements

• 3–6 years of experience in customer success, account management, or technical consulting in B2B SaaS
• Proven success managing enterprise accounts and achieving retention / net revenue retention targets
• Strong technical aptitude to understand complex software architectures and data workflows
• Excellent communication, presentation, and negotiation skills with C-level stakeholders
• Proficiency with modern customer success and CRM tools, including Salesforce, Gainsight, or Zendesk

Nice to Have

• Bachelor’s degree in a quantitative/technical field
• Experience with API integrations or data analytics