What are the responsibilities and job description for the Customer Success Manager position at Evlo AI?
About The Role
The Customer Success Manager owns the post-sale customer lifecycle, driving adoption, retention, and growth across a portfolio of enterprise and mid-market SaaS accounts. This role sits at the intersection of product expertise and relationship management, ensuring clients realize the maximum ROI from their technical investment.
Operating in a remote capacity from the Boston area, the role acts as a trusted advisor to key stakeholders, navigating technical challenges, mapping product capabilities to business outcomes, and identifying expansion opportunities to fuel net revenue retention.
Key Responsibilities
The Customer Success Manager owns the post-sale customer lifecycle, driving adoption, retention, and growth across a portfolio of enterprise and mid-market SaaS accounts. This role sits at the intersection of product expertise and relationship management, ensuring clients realize the maximum ROI from their technical investment.
Operating in a remote capacity from the Boston area, the role acts as a trusted advisor to key stakeholders, navigating technical challenges, mapping product capabilities to business outcomes, and identifying expansion opportunities to fuel net revenue retention.
Key Responsibilities
- Manage a portfolio of high-value SaaS accounts, taking ownership of net revenue retention, product adoption, and customer satisfaction metrics.
- Establish structured onboarding plans, leading technical implementation and training sessions to accelerate time-to-value for new customers.
- Conduct regular Executive Business Reviews (EBRs) with client stakeholders to analyze usage data, demonstrate ROI, and align product roadmaps with client business objectives.
- Proactively monitor customer health scores and engagement telemetry in Gainsight and Salesforce to mitigate churn risks and execute intervention playbooks.
- Partner with Product and Engineering teams to advocate for customer feature requests, providing concrete use-case documentation and feedback.
- Identify upsell and expansion opportunities within existing accounts, collaborating closely with Account Executives to close expansion revenue.
- 3-6 years of experience as a Customer Success Manager, Account Manager, or Implementation Manager at a B2B SaaS company.
- Proven track record of maintaining a Net Retention Rate (NRR) of 110% or higher and managing a book of business exceeding $1M ARR.
- Strong technical aptitude with hands-on experience using Gainsight, Salesforce, and modern product analytics tools (e.g., Mixpanel, Amplitude, or Pendo).
- Exceptional communication and presentation skills, with a demonstrated ability to influence Director and C-level stakeholders.
- Bachelor's degree in Business, Computer Science, or a related field, or equivalent practical experience.
- Bonus: Experience in API-first platforms, developer tools, or data infrastructure SaaS; CSM certifications from SuccessHacker or similar institutions.