Customer Success Manager (m/f/d)
Chaos · Boston, MA · 3 wk ago
HybridSalesFull-time
About the role
This position is based in Boston, US, with hybrid working options. Applicants must hold a valid work/residence permit for the respective location.
Key Responsibilities
- Manage a defined portfolio of mid-market and enterprise accounts.
- Own the post-sale lifecycle: onboarding, adoption, value realisation and renewal.
- Build and execute structured Success Plans aligned to customer KPIs.
- Drive strong product adoption across Cylindo modules.
- Monitor account health, proactively manage churn risk and prepare renewal forecasts.
- Run regular business reviews with senior stakeholders.
- Identify upsell and cross-sell opportunities and qualify them for Sales.
- Cook up cross-functionally with Sales, Product, Integration and Support teams.
- Deliver training and enablement to ensure customers achieve measurable outcomes.
- Capture customer insights to inform product and commercial strategy.
Job Requirements
- 2-3 years experience in Customer Success, Account Management or similar SaaS role (ideally in the MarTech space).
- Experience managing renewals and protecting revenue.
- Commercially aware and comfortable discussing value.
- Strong stakeholder management skills.
- Data-driven and proactive.
What Success Looks Like
- A high Gross Retention Rate.
- Accurate renewal forecasting.
- Strong adoption across portfolio.
- Consistent identification of qualified expansion opportunities.
- Positive customer advocacy.
Why Join Us?
- A global company, scaling fast.
- At the intersection of 3D, SaaS, eCommerce, and design.
- Backed by innovation, creativity, and top-tier clients like Room & Board, Interior Define, Loaf, Swoon & more.
- Big growth, big vision, and a big opportunity to make your mark.