Customer Success Manager

About the role

We're seeking a driven and customer-obsessed Mid-Market Customer Success Manager with 2+ years of experience owning accounts and delivering measurable outcomes in B2B SaaS. You'll serve as a trusted strategic advisor to revenue and operations leaders, driving product adoption, protecting ARR, and growing accounts. This role is built for a high-performance operator who thrives in a lean startup environment and takes full ownership of results.

What You'll Own

• Serve as the primary strategic contact for assigned customers — build deep relationships with revenue leaders, revenue operations, and sales power users.
• Translate executive-level objectives into concrete Airspeed workflows and success plans that deliver measurable business outcomes.
• Drive adoption and value realization: create and execute prescriptive onboarding and rollout plans that accelerate time-to-value and user engagement.
• Monitor account health using product usage and performance data; surface risks early and run remediation and success plays to protect customers and ARR.
• Led the end-to-end renewal process, partnering cross-functionally with Sales and Legal to ensure smooth renewals, maximize retention, and capture expansion opportunities.
• Owern quarterly and annual metrics tied to retention and expansion — and contribute directly to team revenue targets.
• Generate customer advocacy: identify reference customers, develop case studies, collect testimonial quotes, and feed customer feedback into product and roadmap discussions.
• Act as a voice of the customer internally — influence Product and Engineering priorities with clear, customer-backed requests and use cases.

Qualifications

• 2+ years of relevant Customer Success, Account Management, or Customer Operations experience, preferably in B2B SaaS or enterprise software.
• Demonstrated experience driving renewals and expansion in mid-market or enterprise accounts.
• Comfortable using data and product/usage analytics to craft a persuasive ROI narrative and make recommendations that move customers toward measurable outcomes.
• Pioneered ability to build and run detailed onboarding, change management, and adoption plans that reduce time-to-value and increase customer satisfaction.
• Strong written and verbal communication skills; able to present clearly to executives and operational teams.
• Highly organized, resourceful, and able to manage multiple complex projects with little oversight.
• A bias for action: you thrive in fast-paced, ambiguous environments and take ownership of outcomes end-to-end.

Bonus Points

• Early-stage CSM experience at a tech startup.
• Previous experience working with RevOps, Sales, or Data leaders.
• A passion for AI, conversation intelligence, and revenue innovation.