What are the responsibilities and job description for the Customer Success Manager position at Evlo AI?
About The Role
The Customer Success Manager is responsible for driving adoption, retention, and expansion across a portfolio of high-value B2B SaaS accounts. This role acts as a trusted advisor, bridging the gap between technical capabilities and business outcomes for enterprise customers.
The position operates at the intersection of technical strategy and relationship management, ensuring clients fully realize the ROI of their software investments while proactively mitigating churn risks and identifying commercial upsell opportunities.
Key Responsibilities
The Customer Success Manager is responsible for driving adoption, retention, and expansion across a portfolio of high-value B2B SaaS accounts. This role acts as a trusted advisor, bridging the gap between technical capabilities and business outcomes for enterprise customers.
The position operates at the intersection of technical strategy and relationship management, ensuring clients fully realize the ROI of their software investments while proactively mitigating churn risks and identifying commercial upsell opportunities.
Key Responsibilities
- Own the post-sale customer lifecycle, including onboarding, adoption, renewal, and expansion phases for 30-40 key accounts
- Conduct regular Executive Business Reviews (EBRs) to align customer business objectives with product usage and feature adoption
- Monitor customer health scores, usage analytics, and NPS to proactively intervene with at-risk accounts
- Partner with sales and account management teams to negotiate renewals and secure contract expansions
- Document and advocate for customer feature requests, collaborating with product and engineering teams to influence the product roadmap
- Build and maintain a deep technical understanding of the SaaS platform and its API integrations to assist clients with basic troubleshooting
- 3-5 years of experience in a customer success, account management, or technical consulting role within a B2B SaaS environment
- Proven track record of managing a book of business worth $1M ARR with consistent net revenue retention (NRR) above 110%
- Familiarity with modern CS tools and CRMs, including Salesforce, Gainsight, HubSpot, and ChurnZero
- Strong analytical skills, with the ability to translate complex data sets into actionable insights and business cases for senior stakeholders
- Bachelor's degree in Business, Communications, Computer Science, or a related field
- Bonus: Experience managing enterprise migrations or deployments, or holding professional certifications in Project Management (PMP) or Agile frameworks