Customer Success Manager

About The Role The role owns post-sale relationships for a B2B SaaS platform: driving onboarding, adoption, and renewal outcomes for a portfolio of mid-market and enterprise customers in the data infrastructure and analytics space. Customer success directly influences retention and expansion revenue here. The role sits at the intersection of product, technical account management, and commercial strategy, and is measured on net revenue retention and customer health. Key Responsibilities Own a portfolio of 25-40 accounts, building relationships with champions, economic buyers, and technical stakeholdersLead structured onboarding programs, driving time-to-value through implementation milestones, training sessions, and success plansMonitor product adoption and account health using tools like Gainsight or ChurnZero, flagging risk early and running save playsRun quarterly business reviews with data-backed insights on usage, ROI, and roadmap alignmentIdentify and pursue upsell and cross-sell opportunities in partnership with account executivesCoordinate support escalations with technical teams and communicate resolutions to customersMaintain accurate records of customer health, risks, and renewals in Salesforce What We Are Looking For 3-6 years of customer success, account management, or technical consulting experience at a B2B SaaS companyProven track record managing renewals and driving expansion in a quota- or NRR-based environmentComfortable discussing technical concepts (APIs, data pipelines, integrations) with engineering and IT stakeholdersHands-on experience with customer success platforms (Gainsight, ChurnZero) and SalesforceStrong facilitation and presentation skills, including executive-level QBRsBachelor's degree in business, computer science, or a related field (or equivalent experience)Bonus: experience with data platforms, DevOps tooling, or API-first products; SQL or dashboarding skills (Looker, Tableau); prior startup or high-growth scale-up experience