Customer Success Manager
Evlo AI · Atlanta, GA · 2 days ago
RemoteRemoteCustomer ServiceFull-time
About The Role
The role drives retention, expansion, and customer advocacy across a portfolio of high-value SaaS enterprise accounts. Acting as a trusted advisor, the Customer Success Manager ensures clients maximize value from the platform, aligning technical capabilities with their business objectives. You will manage the post-sale lifecycle, leading onboarding, driving product adoption, identifying upsell opportunities, and managing renewals in a highly consultative environment where net revenue retention (NRR) is the primary metric of success.
Key Responsibilities
- Own net revenue retention (NRR) and gross revenue retention (GRR) targets for a dedicated book of mid-market and enterprise accounts
- Lead strategic customer onboarding, driving product adoption and time-to-value for new stakeholders
- Conduct regular Executive Business Reviews (EBRs) to demonstrate ROI, share industry benchmarks, and align on joint success plans
- Identify expansion opportunities through proactive account mapping and partner with Account Executives to close upsells
- Monitor customer health scores, usage telemetry, and support trends in Gainsight and Salesforce to mitigate churn risk
- Synthesize and advocate for customer product feedback, collaborating directly with Product and Engineering teams to influence the roadmap
What We Are Looking For
- 3-6 years of customer success, account management, or consultative sales experience within a B2B SaaS environment
- Proven track record of managing a high-value account portfolio and consistently meeting or exceeding retention and expansion quotas
- Strong technical aptitude with the ability to explain complex software concepts to both technical users and executive decision-makers
- Experience working with Salesforce, Gainsight, HubSpot, or equivalent customer success and CRM tooling
- Bachelor's degree in Business, Communications, Computer Science, or a related field
- Bonus: Experience with data analytics tools (SQL, Tableau, Looker) or industry certifications (e.g., CCSM, PMP)