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-value
• Drive net retention rate (NRR) and gross retention through proactive account management, regular QBRs, and strategic roadmap alignment
• Identify and execute upsell and cross-sell opportunities in partnership with the account executive team
• Monitor product adoption metrics, health scores, and usage trends using CRM and customer success software
• Advocate for the customer base by translating feedback and feature requests into actionable insights for the product and engineering teams
• Manage 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 environment
• Demonstrated track record of managing enterprise accounts, driving adoption, and hitting net retention and expansion targets
• Strong technical aptitude with the ability to understand complex SaaS architectures, APIs, and data workflows
• Exceptional communication, presentation, and negotiation skills with executive-level stakeholders
• Bachelor's degree in Business, Computer Science, or a related field; familiarity with Salesforce, Gainsight, and Zendesk is a plus