Customer Success Manager

Responsibilities

• Own a portfolio of MSP accounts from post-sales handoff through onboarding, adoption, renewal, and expansion.
• Lead onboarding, adoption check-ins, business reviews, and renewals with clear agendas and documented next steps.
• Guide new partners to first value and monitor adoption to catch risk before it affects renewals.
• Use health scores, usage data, and AI-generated insights to prioritize outreach and own resolution plans for at-risk accounts.
• Identify and qualify expansion opportunities, leading upsell conversations in partnership with Sales.
• Pilot AI-enabled CS workflows and help build the playbooks and processes that scale the team.

Requirements

• 3+ years in Customer Success, Account Management, or a related post-sales role in B2B SaaS.
• Experience managing a high-velocity, full-lifecycle customer base across low-touch engagement models.
• Proven ability to manage a book of business — driving retention, spotting expansion, and owning outcomes.
• Comfort using data, dashboards, and customer signals to prioritize work and make decisions.
• Strong written and verbal communication, with the ability to build trust with owners, technical leads, and decision-makers.
• Strong presentation and facilitation skills across trainings, business reviews, and executive conversations.
• High agency and follow-through: you close loops, keep commitments, and hold yourself accountable.