Customer Success Manager - SF

About the role

Own a portfolio of enterprise customer accounts post-implementation, maintaining strong relationships with day-to-day champions and executive business sponsors.
Drive customer health, adoption, retention, and expansion by identifying high-impact opportunities for new use cases on the platform.
Partner closely with Solutions Architects, Account Executives, and Solutions Engineers to build effective renewal and growth plans for each account.
Maintain a strategic view across your book of business, assessing customer risk and opportunity and focusing your time where it will have the greatest impact.
Lead clear, professional communication with customers, including regular updates, proactive account management, and high-quality discovery conversations.
Contribute to core post-sales outcomes, with success measured primarily through NRR/NDR performance.

Responsibilities

• Own a portfolio of enterprise customer accounts post-implementation, maintaining strong relationships with day-to-day champions and executive business sponsors.
• Drive customer health, adoption, retention, and expansion by identifying high-impact opportunities for new use cases on the platform.
• Partner closely with Solutions Architects, Account Executives, and Solutions Engineers to build effective renewal and growth plans for each account.
• Maintain a strategic view across your book of business, assessing customer risk and opportunity and focusing your time where it will have the greatest impact.
• Lead clear, professional communication with customers, including regular updates, proactive account management, and high-quality discovery conversations.
• Contribute to core post-sales outcomes, with success measured primarily through NRR/NDR performance.

Requirements

• 3+ years of experience in customer success, account management, or a related post-sales role, with experience supporting B2B SaaS customers.
• Experience working with enterprise or complex customers, including engaging VP-level and senior stakeholders.
• Strong relationship-building skills with the ability to establish trust, communicate with polish, and act as a credible advisor over time.
• Excellent discovery and consultative communication skills, including the confidence to ask thoughtful, challenging questions and navigate complex conversations.
• Strategic mindset with the ability to manage a portfolio of approximately 15-20 accounts, assess customer health, and prioritize actions that drive retention and expansion.
• Strong AI literacy and the ability to speak credibly about AI transformation with enterprise customers.
• Product fluency or the ability to quickly become conversant in a technical platform without needing to be the primary technical builder.
• Collaborative approach and comfort working cross-functionally with post-sales, sales, and technical partners in a fast-moving environment.

Qualifications

• 3+ years of experience in customer success, account management, or a related post-sales role, with experience supporting B2B SaaS customers.
• Experience working with enterprise or complex customers, including engaging VP-level and senior stakeholders.
• Strong relationship-building skills with the ability to establish trust, communicate with polish, and act as a credible advisor over time.
• Excellent discovery and consultative communication skills, including the confidence to ask thoughtful, challenging questions and navigate complex conversations.
• Strategic mindset with the ability to manage a portfolio of approximately 15-20 accounts, assess customer health, and prioritize actions that drive retention and expansion.
• Strong AI literacy and the ability to speak credibly about AI transformation with enterprise customers.
• Product fluency or the ability to quickly become conversant in a technical platform without needing to be the primary technical builder.
• Collaborative approach and comfort working cross-functionally with post-sales, sales, and technical partners in a fast-moving environment.

Skills

• Customer Success Management
• Account Management
• Strategic Account Management
• Discovery and Consultation
• AI Literacy
• Collaboration
• Technical Platform Fluency

Benefits

• Health Insurance Contribution
• Commuter Benefits
• Unlimited Annual Leave
• ESOP
• AI Productivity Benefit
• Parental Leave
• Milestone Merch
• Quarterly Team Events

Pay

TBD

Schedule

Hybrid