Customer Success Manager

About the role

The role serves as the primary strategic advisor and growth driver for a portfolio of enterprise and mid-market SaaS accounts. This position is responsible for managing the post-sales lifecycle, ensuring high product adoption, and securing long-term contract renewals. You will partner with technical stakeholders, product managers, and executive sponsors to align the software platform's capabilities with the client's business objectives, driving measurable ROI and identifying expansion opportunities.

Responsibilities

• Own a dedicated portfolio of SaaS accounts, driving product adoption, net revenue retention (NRR), and renewal execution
• Conduct regular business reviews (QBRs/EBRs) with customer stakeholders to demonstrate value and align product roadmaps with business goals
• Monitor customer health metrics, usage telemetry, and support trends to proactively mitigate churn risk
• Identify up-sell and cross-sell opportunities within existing accounts and partner with account executives to close expansion revenue
• Collaborate with product and engineering teams to escalate critical customer feedback and influence the technical product roadmap
• Develop and deliver customized enablement materials, technical training sessions, and best practice workshops to maximize user adoption

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 managing renewal cycles and hitting Net Revenue Retention (NRR) or Gross Revenue Retention (GRR) targets
• Strong technical aptitude with experience explaining APIs, data integrations, or complex software architectures to non-technical users
• Experience working with CRM and Customer Success platforms such as Salesforce, Gainsight, ChurnZero, or Totango
• Bachelor's degree in Business, Computer Science, or a related technical field

Skills

• Bonus: Experience managing developer-focused or highly technical infrastructure products, or holding AWS/Azure cloud certifications