Customer Success Manager

About The Role

The Customer Success Manager role drives post-sales adoption, retention, and expansion across a portfolio of high-growth B2B SaaS accounts. Operating as the primary strategic advisor, this position ensures customers maximize their return on investment by successfully integrating the platform into their daily technical workflows. This role bridges the gap between technical capability and business value, working closely with product, engineering, and sales teams to resolve complex customer issues, advocate for product enhancements, and identify commercial expansion opportunities.

Key Responsibilities

• Own net revenue retention (NRR) and gross revenue retention (GRR) targets for a portfolio of mid-market and enterprise SaaS accounts
• Establish structured onboarding plans and lead execution to ensure rapid time-to-value for new customer deployments
• Conduct regular business reviews with key stakeholders and executives to align product usage with customer business goals and present value metrics
• Monitor customer health scores, system adoption metrics, and support tickets in Gainsight and Salesforce to proactively mitigate churn risks
• Partner with account executives to identify, qualify, and close expansion and upsell opportunities within the existing customer base
• Synthesize customer feedback and feature requests into actionable product requirement documents (PRDs) for the product and engineering teams

What We Are Looking For

• 3-6 years of experience as a Customer Success Manager, Account Manager, or Implementation Consultant at a B2B SaaS technology company
• Proven track record of managing a portfolio value of $1M+ ARR and meeting or exceeding retention and expansion targets
• Strong technical aptitude with hands-on experience navigating APIs, data integrations, and cloud architectures
• Demonstrated ability to build relationships and influence decision-makers at the VP and C-level
• Bachelor's degree in Business, Computer Science, Information Systems, or a related field
• Bonus: Experience utilizing Gainsight, Salesforce, and SQL; background in developer tools, API platforms, or cybersecurity SaaS