Customer Success Manager

About The Role

The role serves as the primary strategic partner for enterprise SaaS customers, driving adoption, retention, and expansion across a complex technical platform. Operating at the intersection of business strategy and technical execution, this position ensures customers realize maximum value from their software investments. The team manages high-value accounts post-implementation, translating technical capabilities into business outcomes. This role requires navigating stakeholder landscapes up to the C-suite to secure contract renewals and identify organic expansion opportunities.

Key Responsibilities

• Own post-onboarding relationships for a portfolio of mid-market and enterprise accounts, aiming for net revenue retention (NRR) targets of 110% or higher
• Conduct regular Executive Business Reviews (EBRs) with key stakeholders to align platform usage with the client's strategic business objectives
• Monitor customer health scores, usage telemetry, and contract milestones to proactively mitigate churn risks and address adoption bottlenecks
• Partner with account executives to identify, qualify, and close expansion, cross-sell, and upsell opportunities within the existing customer base
• Collaborate with product and engineering teams to escalate critical customer feedback, feature requests, and system integration blockers
• Design and execute tailored onboarding and enablement programs to drive user adoption and system maturity across different client departments

What We Are Looking For

• 3-6 years of experience as a Customer Success Manager, Account Manager, or similar relationship-focused role in a B2B SaaS environment
• Proven track record of managing a book of business worth $1M+ ARR with documented success in meeting retention and expansion quotas
• Strong technical aptitude, including familiarity with APIs, system integrations, and business intelligence tools
• Excellent communication and presentation skills, with experience delivering technical concepts to non-technical executive audiences
• Proficiency with modern customer success and CRM tools, specifically Salesforce and Gainsight (or equivalent CS platforms)
• Bonus: Experience managing customer success in developer tooling, cybersecurity, or data infrastructure verticals