Customer Success Manager

About The Role

The Customer Success Manager is responsible for driving adoption, retention, and expansion across a portfolio of high-value B2B SaaS accounts. This role sits at the intersection of product expertise and strategic business consultation, ensuring clients maximize their return on investment. Operating in a fast-paced technology environment, this position focuses on mitigating churn risk, managing contract renewals, and identifying upsell opportunities. The role requires a deep understanding of cloud-based architectures, APIs, and data integrations to effectively guide customer stakeholders.

Key Responsibilities

• Own end-to-end customer retention and net revenue retention (NRR) targets for a designated portfolio of enterprise accounts
• Onboard new customers by establishing success plans, defining key performance indicators, and coordinating technical implementation details
• Conduct regular business reviews with executive sponsors to report on product adoption metrics, ROI, and alignment with corporate goals
• Monitor customer health scores within Gainsight and Salesforce, proactively intervening with accounts showing low platform engagement
• Partner with Product and Engineering teams to advocate for customer feature requests and resolve critical technical escalations
• Identify expansion opportunities and collaborate with Account Executives to execute upsell and cross-sell contract modifications

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 a book of business worth $1M+ ARR with consistent achievement of retention targets
• Strong technical literacy, including experience discussing APIs, data pipelines, and third-party software integrations with engineering stakeholders
• Excellent negotiation and communication skills, with experience presenting to C-suite and VP-level decision makers

Bonus

• Experience utilizing Gainsight, Salesforce, Zendesk, or SQL queries to analyze customer health data