Sales / Customer Success Manager

About the role

Convert qualified demand into long-term customer value by combining consultative selling with strong post-sale ownership. Early SaaS benchmarks show retention and expansion outcomes improve when customer success is staffed early and tightly linked to revenue execution.

Expected outcomes in first 90 days

• Own a portfolio of active opportunities and newly onboarded customers.
• Establish baseline playbooks for handoff, onboarding, and first value milestones.
• Improve conversion or retention metrics in a clearly defined segment.

Responsibilities

• Manage opportunities from discovery to close with clear next steps and timelines.
• Lead onboarding and adoption plans for new customers.
• Track customer health and drive renewal/expansion actions proactively.
• Coordinate with solutions and product teams on blockers and feature feedback.
• Maintain high-quality CRM hygiene and reporting discipline.

Requirements

• 3+ years in B2B SaaS sales, customer success, or hybrid commercial roles.
• Demonstrated ability to manage both new revenue and post-sale outcomes.
• Strong consultative communication and stakeholder management skills.
• Experience with pipeline management, forecasting, and account planning.
• Availability overlapping North America and/or Europe customer hours.

Nice to have

• Experience in accessibility, education, public sector, or event-related SaaS.
• Experience with mid-market or enterprise account ownership.
• Data-driven approach to retention and expansion metrics.

Interview focus

• Deal execution quality and customer relationship ownership.
• Onboarding-to-renewal process discipline.
• Commercial judgment and account prioritization.