Customer Success Manager

About The Role

The Customer Success Manager role drives post-sale adoption, retention, and expansion across a portfolio of high-growth mid-market SaaS accounts. This position is critical to protecting gross revenue retention while identifying expansion opportunities through strategic business reviews and deep alignment with customer business goals. Operating at the intersection of product and revenue, the role requires deep technical domain knowledge to guide customers through onboarding, accelerate time-to-value, and advocate for customer needs directly to product and engineering teams.

Responsibilities

• Own net revenue retention (NRR) and gross revenue retention (GRR) targets for a dedicated portfolio of mid-market accounts
• Lead structured customer onboarding processes and deliver technical training to accelerate product adoption and time-to-value
• Conduct regular Executive Business Reviews (EBRs) to map product usage data to key customer business outcomes and ROI metrics
• Identify expansion, cross-sell, and upsell opportunities and partner with Account Executives to close pipeline
• Analyze product usage data using tools like Gainsight, Mixpanel, and Salesforce to proactively identify accounts at risk and execute risk-mitigation plans
• Advocate for customer product feedback and feature requests internally, working closely with Product Management and Engineering to influence the product roadmap

Requirements

• 3-6 years of experience as a Customer Success Manager, Account Manager, or similar client-facing role in a B2B SaaS environment
• Proven track record of managing NRR, driving renewals, and executing expansion sales
• Strong technical aptitude with the ability to understand complex APIs, integrations, and data workflows
• Proficiency with modern CSM tooling such as Salesforce, Gainsight, HubSpot, and ChurnZero
• Exceptional written and verbal communication skills, with experience presenting to VP and C-level stakeholders
• Bachelor's degree or equivalent practical experience

Bonus

• Experience in data-heavy domains, developer tools, or cyber security SaaS products