Customer Success Manager

About The Role

The role owns the entire post-sale customer lifecycle, driving adoption, retention, and expansion across a portfolio of enterprise SaaS accounts.

The position partners closely with product and sales teams to align customer goals with platform capabilities, ensuring long-term technical and commercial value.

Key Responsibilities

• Manage a portfolio of high-value accounts, ensuring strong net retention and low churn rates
• Lead onboarding, training, and strategic business reviews to drive platform adoption and utilization
• Identify and execute expansion and upsell opportunities in coordination with account executives
• Serve as the primary escalation point for technical and operational issues, collaborating with engineering to resolve blockers
• Track account health metrics using CRM and customer success platforms to proactively mitigate churn risks
• Gather product feedback from clients and synthesize insights for the product and engineering teams
  
  

What We Are Looking For

• 3-6 years of experience in customer success, account management, or technical consulting within B2B SaaS
• Demonstrated track record of managing enterprise accounts, driving retention, and hitting net revenue retention targets
• Strong technical aptitude with the ability to understand complex software architectures and data workflows
• Exceptional communication, presentation, and negotiation skills across C-level stakeholders
• Proficiency with modern customer success and CRM tools such as Salesforce, Gainsight, or Zendesk
• Bonus: Bachelor's degree in a quantitative or technical field, and experience with API integrations or data analytics