Customer Success Manager

About The Role The Customer Success Manager role drives post-sale adoption, retention, and expansion across a portfolio of high-value B2B SaaS accounts. The role partners closely with technical stakeholders and executive sponsors to ensure platform utilization directly aligns with measurable business outcomes. Key Responsibilities Own onboarding, training, and ongoing technical enablement for enterprise clients to accelerate time-to-valueDrive net retention rate (NRR) and gross retention through proactive account management, regular QBRs, and strategic roadmap alignmentIdentify and execute upsell and cross-sell opportunities in partnership with the account executive teamMonitor product adoption metrics, health scores, and usage trends using CRM and customer success softwareAdvocate for the customer base by translating feedback and feature requests into actionable insights for the product and engineering teamsManage renewal cycles proactively, forecasting churn risks and deploying mitigation plans What We Are Looking For 3-6 years of experience in customer success, account management, or technical consulting within a B2B SaaS environmentDemonstrated track record of managing enterprise accounts, driving adoption, and hitting net retention and expansion targetsStrong technical aptitude with the ability to understand complex SaaS architectures, APIs, and data workflowsExceptional communication, presentation, and negotiation skills with executive-level stakeholdersBachelor's degree in Business, Computer Science, or a related field; familiarity with Salesforce, Gainsight, and Zendesk is a plus