Customer Success Manager

About The Role

The Customer Success Manager is responsible for driving adoption, retention, and expansion across a portfolio of high-value SaaS accounts. Acting as a trusted advisor, the role ensures that enterprise customers maximize the value of their technology investment through proactive strategy, enablement, and technical alignment. This position partners closely with Product, Sales, and Support teams to identify expansion opportunities, mitigate churn risk, and systematically scale post-sale customer operations.

Key Responsibilities

• Own the post-sale customer lifecycle, including onboarding, adoption, renewal management, and expansion across a dedicated book of business
• Establish and monitor key customer health metrics, utilization rates, and NPS to proactively identify and mitigate churn risk
• Conduct regular Executive Business Reviews (EBRs) with customer stakeholders to demonstrate ROI and align on ongoing strategic goals
• Identify and execute upsell and cross-sell opportunities in collaboration with Account Executives to grow net revenue retention (NRR)
• Document and advocate for customer feature requests and product feedback, translating technical requirements to the Product and Engineering teams
• Maintain clean and accurate customer health data, engagement notes, and renewal pipelines in Salesforce and Gainsight

What We Are Looking For

• 3-6 years of experience in a customer success, account management, or client-facing consulting role within a B2B SaaS environment
• Proven track record of managing renewal pipelines, reducing churn, and driving account expansion/upsell revenue
• Strong technical aptitude with experience explaining APIs, integrations, and complex software workflows to both technical and non-technical stakeholders
• Proficiency with modern CS tech stack tools such as Salesforce, Gainsight, ChurnZero, or HubSpot
• Bachelor's degree in Business, Communications, Computer Science, or a related field
• Bonus: Experience managing customer accounts in the developer tools, data infrastructure, or enterprise cybersecurity sectors