Customer Success Manager

About The Role

The Customer Success Manager role drives post-sale adoption, retention, and expansion across a portfolio of high-value SaaS enterprise accounts. Acting as the primary trusted advisor, the role ensures clients maximize their return on investment by deeply integrating the software into their daily business workflows. This position bridges the gap between technical capability and business outcomes.

Key Responsibilities

• Own the ultimate success of a portfolio of enterprise customers, including onboarding, product adoption, retention, and year-over-year renewal rates.
• Conduct regular Executive Business Reviews (EBRs) to align product usage with client business objectives and demonstrate quantifiable ROI.
• Monitor customer health scores, engagement metrics, and product usage data within Gainsight and Salesforce to proactively identify and mitigate churn risks.
• Partner with Account Executives to identify, qualify, and close expansion, upsell, and cross-sell opportunities within existing accounts.
• Serve as the internal voice of the customer, documenting and translating technical feedback and feature requests for the product and engineering teams.
• Develop and deliver customized enablement materials, product training sessions, and documentation to drive end-user adoption and proficiency.

What We Are Looking For

• 3-6 years of experience in a customer success, account management, or client-facing consulting role within a B2B SaaS environment.
• Proven track record of managing a book of business valued at $1M+ ARR while maintaining a net retention rate (NRR) above 110%.
• Strong technical aptitude with hands-on experience using customer success platforms like Gainsight, Totango, or ChurnZero, alongside Salesforce CRM.
• Excellent communication and negotiation skills, with the ability to confidently present technical concepts to C-level executives.
• Bachelor's degree in Business, Information Systems, Computer Science, or a related field.
• Bonus: Experience with SQL, BI tools like Tableau or Looker, or holding a formal Customer Success Certification.