Customer Success Manager

About The Role

The Customer Success Manager owns the post-sale lifecycle, driving account retention, expansion, and long-term value realization for enterprise B2B SaaS clients. The role serves as the strategic advisor and technical partner to key stakeholders, ensuring successful onboarding, high platform adoption, and measurable return on investment.

Responsibilities

• Manage a portfolio of enterprise accounts, driving net revenue retention (NRR) and minimizing churn
• Lead strategic onboarding, implementation, and training sessions for client technical teams and stakeholders
• Conduct regular business reviews (QBRs) to align software utilization with customer business goals and KPIs
• Identify and execute account expansion opportunities in partnership with the sales team
• Partner with product and engineering to advocate for customer feature requests and resolve critical support escalations
• Maintain accurate health scores, usage analytics, and CRM records for all assigned accounts

Requirements

• 3-6 years of customer success, account management, or consulting experience within a B2B SaaS environment
• Demonstrated track record of managing enterprise accounts, driving high retention, and achieving expansion targets
• Strong technical aptitude with the ability to understand complex SaaS workflows, APIs, and data integrations
• Exceptional communication, negotiation, and executive-presence skills
• Proficiency with modern CSM platforms, CRMs, and ticketing tools such as Salesforce, Gainsight, and Zendesk
• Bonus: Bachelor's degree in a quantitative or business discipline and prior experience in high-growth tech startups