Customer Success Manager

About the role

The Customer Success Manager role drives post-sale adoption, retention, and growth across a portfolio of high-value enterprise SaaS accounts. This position sits at the intersection of business value and technical execution, ensuring clients realize the maximum ROI from their software investment. The team focuses on reducing churn and identifying expansion opportunities by building deep relationships with key stakeholders, from system administrators to executive sponsors, within the modern tech and revenue operations ecosystem.

Responsibilities

• Own the ultimate retention, health, and Net Revenue Retention (NRR) of a dedicated portfolio of mid-market and enterprise customer accounts
• Lead structured onboarding, technical enablement, and regular business reviews (QBRs) to map software features to customer business outcomes
• Monitor product adoption metrics and health scores in Gainsight and Salesforce to proactively intervene with at-risk accounts
• Partner with Product and Engineering teams to advocate for customer feature requests and resolve critical technical escalations
• Identify upsell and expansion opportunities during the customer lifecycle and collaborate with Account Executives to close expansion revenue
• Develop and deliver training sessions, documentation, and best-practice guides to increase product stickiness and user engagement

Requirements

• 3-6 years of experience as a Customer Success Manager, Account Manager, or Implementation Consultant in a B2B SaaS environment
• Proven track record of maintaining a gross retention rate above 90% and managing a book of business valued at $1.5M+ ARR
• Strong technical aptitude with experience explaining complex APIs, data integrations, or software workflows to non-technical stakeholders
• Proficiency with Salesforce, Gainsight, Zendesk, and product analytics tools like Mixpanel or Pendo
• Bachelor's degree in Business, Communications, Computer Science, or a related field

Skills

• Experience supporting sales technology, CRM platforms, or developer-focused SaaS products (bonus)
• Active Customer Success certifications (bonus)