Customer Success Manager

Customer Success Manager — Evlo AI

Role overview

The Customer Success Manager is responsible for enterprise SaaS customer retention, expansion, and long-term value realization. You’ll work closely with Product and Sales to ensure technical implementations align with business outcomes and that customers see maximum ROI.

Responsibilities

• Manage a portfolio of high-value enterprise accounts to drive:
  • Adoption
  • Retention
  • Net revenue retention targets
• Lead onboarding, training, and strategic business reviews with C-level stakeholders to demonstrate platform value
• Partner with Product and Engineering to escalate, track, and resolve critical technical issues and feature requests
• Identify and execute cross-sell and up-sell opportunities with Account Executives
• Monitor customer health metrics and product usage data to proactively mitigate churn risks
• Create comprehensive account plans with strategic goals, milestones, and success metrics

Requirements

• 3–6 years of experience in customer success, account management, or technical consulting (B2B SaaS)
• Proven experience managing enterprise accounts, mitigating churn, and driving net revenue retention
• Strong technical aptitude to understand and explain software architectures and APIs
• Excellent communication, presentation, and negotiation skills with executive-level stakeholders
• Proficiency with modern CRM and customer success platforms (e.g., Salesforce, Gainsight, Zendesk)
• Bachelor’s degree in Business, Computer Science, or related field

Nice-to-haves

• Technical certifications