What are the responsibilities and job description for the Customer Success Manager position at Scale.jobs?
About The Role
The Customer Success Manager manages a portfolio of high-value enterprise accounts, driving product adoption, expansion, and retention. This role bridges the gap between complex SaaS product capabilities and client business outcomes by deeply understanding workflow integration and system-wide utilization.
The position sits within a fast-growing, collaborative customer success organization. It requires a balance of relationship management, technical product expertise, and strategic commercial acumen to identify account expansion opportunities and mitigate churn risk.
Key Responsibilities
The Customer Success Manager manages a portfolio of high-value enterprise accounts, driving product adoption, expansion, and retention. This role bridges the gap between complex SaaS product capabilities and client business outcomes by deeply understanding workflow integration and system-wide utilization.
The position sits within a fast-growing, collaborative customer success organization. It requires a balance of relationship management, technical product expertise, and strategic commercial acumen to identify account expansion opportunities and mitigate churn risk.
Key Responsibilities
- Own and drive the end-to-end customer journey for a portfolio of 25-40 enterprise accounts, ensuring successful onboarding, ongoing value realization, and high retention rates
- Analyze product usage data using tools like Gainsight, Mixpanel, and Salesforce to proactively identify accounts showing signs of under-adoption or health degradation
- Conduct regular Executive Business Reviews (EBRs) with client stakeholders to align product performance with their key business metrics and strategic goals
- Collaborate with product and engineering teams to escalate critical customer feedback, influence the product roadmap, and resolve complex technical blockers
- Identify, qualify, and execute on expansion and upsell opportunities within the existing customer base to meet net revenue retention (NRR) targets
- Build and maintain custom customer onboarding paths, success plans, and educational materials to accelerate time-to-value for new client cohorts
- 3-6 years of experience as a Customer Success Manager, Account Manager, or Implementation Manager at a B2B SaaS company
- Proven track record of managing enterprise clients, maintaining gross retention rates above 90%, and driving net-new account expansion
- Proficiency with enterprise customer success tooling, including Salesforce, Gainsight, ChurnZero, or equivalent platforms
- Strong analytical skills with the ability to translate product usage data and metrics into actionable customer health plans
- Bachelor's degree in Business, Communications, Computer Science, or a related field
- Bonus: Experience managing customer success for developer-focused, technical, or productivity-oriented SaaS platforms; certification in Customer Success methodologies (e.g., SuccessHacker).