Customer Success Manager

About The Role

The Customer Success Manager is the primary strategic partner for a portfolio of mid-market to enterprise SaaS customers, driving platform adoption, retention, and expansion. The role sits at the intersection of technical advisory and relationship management, ensuring clients realize the maximum ROI from their software investment.

Key Responsibilities

• Manage a portfolio of mid-market and enterprise accounts, serving as the main point of contact and driving a net retention rate (NRR) of 110%+
• Lead client onboarding, implementation, and training sessions to accelerate time-to-value and drive deep feature adoption
• Analyze platform usage data and customer health metrics using Gainsight and Salesforce to proactively identify renewal risks and upsell opportunities
• Conduct regular Quarterly Business Reviews (QBRs) with client stakeholders and executives to demonstrate product value and align on strategic goals
• Collaborate with Product and Engineering teams to advocate for customer feature requests and assist in the technical troubleshooting of API integrations
• Partner with Account Executives to execute contract renewals and identify expansion pathways within existing customer organizations

What We Are Looking For

• 3-6 years of experience in a customer success, account management, or technical consulting role within a B2B SaaS environment
• Proven track record of managing enterprise clients, maintaining high retention rates, and driving account expansion
• Strong technical aptitude with familiarity in APIs, data integrations, and enterprise software ecosystems
• Exceptional communication and presentation skills, with a demonstrated ability to influence stakeholders at the executive level
• Bachelor's degree in Business, Computer Science, or a related field
• Bonus: Experience using Gainsight, Salesforce, and SQL; certification in Customer Success methodologies (e.g., SuccessHacker)