Customer Success Manager

About The Role

The Customer Success Manager owns the post-sale customer relationship, driving adoption, retention, and growth across a portfolio of high-value SaaS accounts. This role sits at the intersection of business strategy and technical execution, ensuring clients fully realize the value of their software investment. Operating in a fast-paced technology environment, this position requires a proactive advisor who can analyze product usage data, identify churn risks, and partner with Account Executives to execute commercial expansion and renewal strategies.

Key Responsibilities

• Own a dedicated portfolio of mid-market and enterprise accounts, acting as their primary strategic advisor and advocate
• Monitor customer health metrics, adoption rates, and license utilization using Salesforce, Gainsight, and product analytics tools
• Develop and deliver Executive Business Reviews (EBRs) to demonstrate ongoing ROI and align product capabilities with client business goals
• Identify, mitigate, and resolve customer escalation risks to secure predictable, high-value annual renewals
• Partner with Account Executives to uncover and qualify expansion opportunities, including upsells and cross-sells
• Collaborate with Product and Engineering teams to translate customer feedback and feature requests into the product roadmap

What We Are Looking For

• 3-5 years of experience in customer success, account management, or client-facing consulting within a B2B SaaS environment
• Proven track record of maintaining a Net Retention Rate (NRR) above 100% and driving renewals in a metrics-driven team
• Strong technical aptitude with hands-on experience using CRM systems, customer success platforms, and analytics tools like Salesforce, Gainsight, and Zendesk
• Excellent communication and presentation skills, with the ability to influence stakeholders at the Director and VP levels
• Bachelor's degree in Business, Communications, Computer Science, or a related field
• Bonus: Experience managing customer lifecycles for developer tools, APIs, or complex data platforms