What are the responsibilities and job description for the Customer Success Manager position at Evlo AI?
About The Role
The role owns post-sale relationships for a B2B SaaS platform: driving onboarding, adoption, and renewal outcomes for a portfolio of mid-market and enterprise customers in the data infrastructure and analytics space.
Customer success directly influences retention and expansion revenue here. The role sits at the intersection of product, technical account management, and commercial strategy, and is measured on net revenue retention and customer health.
Key Responsibilities
The role owns post-sale relationships for a B2B SaaS platform: driving onboarding, adoption, and renewal outcomes for a portfolio of mid-market and enterprise customers in the data infrastructure and analytics space.
Customer success directly influences retention and expansion revenue here. The role sits at the intersection of product, technical account management, and commercial strategy, and is measured on net revenue retention and customer health.
Key Responsibilities
- Own a portfolio of 25-40 accounts, building relationships with champions, economic buyers, and technical stakeholders
- Lead structured onboarding programs, driving time-to-value through implementation milestones, training sessions, and success plans
- Monitor product adoption and account health using tools like Gainsight or ChurnZero, flagging risk early and running save plays
- Run quarterly business reviews with data-backed insights on usage, ROI, and roadmap alignment
- Identify and pursue upsell and cross-sell opportunities in partnership with account executives
- Coordinate support escalations with technical teams and communicate resolutions to customers
- Maintain accurate records of customer health, risks, and renewals in Salesforce
- 3-6 years of customer success, account management, or technical consulting experience at a B2B SaaS company
- Proven track record managing renewals and driving expansion in a quota- or NRR-based environment
- Comfortable discussing technical concepts (APIs, data pipelines, integrations) with engineering and IT stakeholders
- Hands-on experience with customer success platforms (Gainsight, ChurnZero) and Salesforce
- Strong facilitation and presentation skills, including executive-level QBRs
- Bachelor's degree in business, computer science, or a related field (or equivalent experience)
- Bonus: experience with data platforms, DevOps tooling, or API-first products; SQL or dashboarding skills (Looker, Tableau); prior startup or high-growth scale-up experience