Customer Success Manager

About The Role

The Customer Success Manager owns the post-sale customer lifecycle, driving adoption, retention, and expansion across a portfolio of high-value SaaS accounts. This role sits at the intersection of product utilization and business value, ensuring enterprise customers successfully integrate the platform into their daily workflows. This position requires a deep understanding of technical workflows, data integrations, and stakeholder management. The successful candidate will act as a trusted advisor to technical buyers and business executives alike, proactively identifying churn risks and uncovering net-new expansion opportunities.

Key Responsibilities

• Own a dedicated book of business, driving product adoption, net revenue retention (NRR), and customer satisfaction (CSAT/NPS) metrics.
• Conduct regular business reviews (QBRs/EBRs) with key decision-makers to demonstrate ROI and align product capabilities with customer business objectives.
• Monitor customer health scores, usage analytics, and support tickets to proactively intervene and mitigate churn risks.
• Partner with product and engineering teams to escalate critical customer feedback, influence the product roadmap, and resolve technical issues.
• Identify up-sell and cross-sell opportunities within the existing customer base and collaborate with Account Executives to close expansion revenue.
• Lead customer onboarding and implementation phases, guiding technical administrators through system configuration, API integrations, and user training.

What We Are Looking For

• 3-6 years of experience as a Customer Success Manager, Account Manager, or Implementation Manager at a B2B SaaS company.
• Proven track record of managing enterprise-level accounts and consistently meeting or exceeding retention and expansion targets.
• Technical familiarity with APIs, data integrations, and enterprise IT infrastructure.
• Proficiency with modern CS and sales tooling such as Gainsight, Salesforce, Zendesk, and Mixpanel.
• Exceptional communication and presentation skills, with the ability to explain complex technical concepts to non-technical stakeholders.
• Bonus: Experience managing developer-focused or highly technical product deployments, or holding advanced certifications in project management (PMP, CSM).