Customer Success Manager

Role Overview

The Customer Success Manager drives customer retention, net revenue retention, and product adoption across a portfolio of enterprise and mid-market B2B SaaS accounts. You’ll partner with product, sales, and support to ensure seamless onboarding, proactive account management, and alignment with customers’ business goals.

Responsibilities

• Manage the end-to-end customer lifecycle from onboarding through adoption, renewal, and expansion.
• Run regular business reviews (QBRs) with key decision-makers to demonstrate ROI and align on technical milestones.
• Identify upsell and cross-sell opportunities and partner with Account Executives to close expansion deals.
• Monitor product usage metrics, health scores, and churn risk indicators using CRM and customer success platforms.
• Route product feedback and feature requests to the product team to advocate for customer needs.
• Resolve escalated technical and service issues by coordinating across Support and Engineering.

Requirements

• 3–6 years experience in customer success, account management, or technical consulting in B2B SaaS.
• Proven experience managing enterprise accounts, improving retention, and generating expansion revenue.
• Strong technical aptitude to understand API integrations, software workflows, and complex data architectures.
• Excellent communication, presentation, and negotiation skills with C-level stakeholders.
• Proficiency with modern CRM/customer success tools such as Salesforce, Gainsight, or Zendesk.
• Bachelor’s degree in Business, Computer Science, or related field (technical certifications a plus).

Nice to Have

• Technical certifications.