Customer Success Manager

About The Role The role owns the post-sale customer lifecycle, driving adoption, retention, and expansion across a portfolio of enterprise SaaS accounts. You will partner directly with technical stakeholders and executive sponsors to align software deployment with measurable business outcomes. Key Responsibilities Drive user adoption and platform engagement through structured onboarding plans and periodic business reviewsIdentify expansion and upsell opportunities within existing accounts to achieve net revenue retention targetsServe as the primary escalation point for technical issues, coordinating with support and product teams to resolve bottlenecksMonitor account health metrics using CRM and customer success platforms to proactively mitigate churn riskBuild long-term relationships with key decision-makers and secure executive sponsorship across accountsGather product feedback from clients and translate insights into actionable requirements for the product team What We Are Looking For 3-6 years of experience in customer success, account management, or technical consulting within a B2B SaaS environmentStrong technical aptitude with the ability to understand complex cloud architectures and API integrationsTrack record of managing enterprise accounts, reducing churn, and driving net revenue retentionProficiency with modern customer success and CRM tools such as Salesforce, Gainsight, and ZendeskBonus: Experience managing accounts with over one million in annual recurring revenue and familiarity with SQL