Customer Success Manager

Role Overview

Savance Workplace is seeking a Customer Success Manager (CSM) to own post-sale customer relationships and drive renewals, retention, and account expansion. This is a foundational role in a small, fast-growing, startup-like SaaS organization—helping shape how Customer Success operates and building scalable CS practices as the company grows.

Responsibilities

• Post-sale lifecycle management: Own onboarding support, account development, renewal strategy, and expansion planning.
• Renewals & retention: Run end-to-end renewals, including early risk identification, value reinforcement, executive alignment, pricing discussions, and on-time renewal execution.
• Churn prevention: Proactively identify adoption gaps and customer risks.
• Expansion & upsells: Identify and drive upsell/expansion opportunities by uncovering new use cases and departmental needs.
• Value-driven conversations: Tie product value to measurable business outcomes.
• Customer value & adoption: Understand customer pain points and ensure platform adoption using usage analysis and ongoing engagement.
• Strategic account management: Build relationships with key stakeholders and executive sponsors; conduct account reviews and success planning; advocate internally for improvements.
• Forecasting & revenue accountability: Forecast renewals and expansions within HubSpot and meet or exceed targets using customer health and engagement/usage metrics.
• Team building (foundational CS): Help define and refine CS processes, playbooks, and best practices; partner with Sales, Support, and Leadership.

Requirements

• Strong ownership mindset for renewals and expansion strategy.
• Comfort leading revenue conversations and engaging with executive-level stakeholders.
• Ability to manage a large, diverse portfolio (including 1,000+ organizations and large global enterprises).
• Performance measured by renewal rates, expansion revenue, customer satisfaction, product adoption, and long-term loyalty.

Nice-to-haves

• Experience shaping a CS function in an early-stage or not-yet-fully-built department.
• Experience partnering closely with Sales and leadership to influence scalable processes.