Customer Success Manager

About The Role

The Customer Success Manager owns the post-sale lifecycle for enterprise and mid-market SaaS accounts, driving product adoption, retention, and expansion. This role acts as a trusted advisor to clients, helping them integrate complex API and cloud-based platforms into their existing technical workflows. The position sits at the intersection of customer relationship management and technical implementation.

Key Responsibilities

• Own a book of business with responsibility for net revenue retention (NRR), gross revenue retention (GRR), and account health
• Onboard new customers, driving them from post-sales handoff to initial deployment and first value delivery
• Conduct Executive Business Reviews (EBRs) with key stakeholders to demonstrate ROI and align on roadmap integration
• Monitor product usage data in Gainsight and Salesforce to proactively identify accounts with low adoption or churn risk
• Partner with Product, Engineering, and Support teams to escalate and resolve complex technical issues and feature requests
• Identify up-sell and cross-sell opportunities within the existing customer base and collaborate with Account Executives to close them

What We Are Looking For

• 3-6 years of experience in Customer Success, Account Management, or Technical Account Management within a B2B SaaS environment
• Proven track record of managing enterprise accounts with high contract values and achieving NRR targets above 110%
• Familiarity with modern CS tools and CRMs, specifically Salesforce, Gainsight, and Zendesk
• Strong technical aptitude with the ability to understand API-driven products and write basic SQL queries for data extraction
• Excellent communication and presentation skills, with comfort presenting to C-level executives
• Bonus: Experience working with developers, familiarity with AWS/GCP ecosystems, or certified in Gainsight Administrator paths