Customer Success Manager (Hiring Immediately)

About The Role The Customer Success Manager owns the post‑sale customer relationship, driving adoption, retention, and expansion across a portfolio of high‑value SaaS accounts. This role sits at the intersection of product utilization and commercial strategy, ensuring clients realize the maximum ROI from their technical investment.

Working closely with product, engineering, and sales teams, the role is responsible for translating complex customer requirements into actionable success plans. The team focuses on minimizing churn and identifying upsell opportunities by becoming trusted advisors to enterprise stakeholders.

Key Responsibilities

Manage a portfolio of 30-40 enterprise accounts, driving product adoption, healthy retention rates, and net‑revenue retention (NRR).

Conduct regular Business Reviews (QBRs/EBRs) with customer stakeholders to align executive priorities, share product adoption metrics, and demonstrate ROI.

Monitor customer health scores, NPS, and product usage data in Gainsight and Salesforce to proactively mitigate churn risks.

Partner with Account Executives to identify, qualify, and close expansion and upsell opportunities within the existing customer base.

Coordinate with product and technical support teams to resolve complex customer inquiries, championing feature requests on behalf of clients.

Design and deliver customized onboarding plans, training sessions, and technical workshops to accelerate customer time‑to‑value.

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 maintaining net retention rates (NRR) above 100% and managing renewal cycles for mid‑market or enterprise accounts.

Strong technical aptitude with hands‑on experience using CS platforms (Gainsight, ChurnZero), CRMs (Salesforce), and analytics tools.

Excellent communication and presentation skills, with a demonstrated ability to influence director‑level and C‑suite stakeholders.

Bachelor's degree in business, technology, or a related field, or equivalent practical experience.

Bonus: Experience working with developer tools, API integrations, or database technologies.

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