What are the responsibilities and job description for the Customer Success Manager position at Scale.jobs?
About The Role
The Customer Success Manager role is responsible for driving the long-term adoption, health, and retention of a portfolio of high-growth SaaS enterprise accounts. This position operates at the intersection of business strategy and technical execution, ensuring that customers derive measurable ROI from complex software implementations.
The role serves as a strategic advisor to stakeholders ranging from individual contributors to C-level executives. Success is defined by the ability to manage the full post-sales lifecycle, including onboarding, quarterly business reviews (QBRs), and renewal negotiations, while acting as a primary feedback loop for the product and engineering teams.
Key Responsibilities
The Customer Success Manager role is responsible for driving the long-term adoption, health, and retention of a portfolio of high-growth SaaS enterprise accounts. This position operates at the intersection of business strategy and technical execution, ensuring that customers derive measurable ROI from complex software implementations.
The role serves as a strategic advisor to stakeholders ranging from individual contributors to C-level executives. Success is defined by the ability to manage the full post-sales lifecycle, including onboarding, quarterly business reviews (QBRs), and renewal negotiations, while acting as a primary feedback loop for the product and engineering teams.
Key Responsibilities
- Manage a portfolio of enterprise accounts, serving as the primary point of contact and dedicated advocate for user adoption and platform health
- Execute structured onboarding programs and technical training sessions to ensure rapid time-to-value for new deployments
- Conduct regular Quarterly Business Reviews (QBRs) using data-driven insights from Salesforce and Gainsight to demonstrate product impact and ROI
- Identify expansion opportunities and lead renewal negotiations to meet or exceed Net Revenue Retention (NRR) targets
- Coordinate with product and engineering teams to prioritize customer feature requests and provide technical troubleshooting for complex integration issues
- Build and maintain a deep technical understanding of the platform and its API capabilities to assist clients with workflow automation and system configurations
- 3–6 years of experience in Customer Success, Account Management, or Technical Consulting within the B2B SaaS industry
- Proven track record of managing a book of business exceeding $1M ARR with a focus on retention and expansion metrics
- Proficiency with modern CRM and CS tooling, including Salesforce, Gainsight, ChurnZero, or equivalent platforms
- Strong analytical skills with the ability to translate raw usage data into actionable business recommendations for executive stakeholders
- Bachelor’s degree in Business, Communications, Computer Science, or a related field
- Bonus: Experience working with developers on API integrations, SQL proficiency, or a background in Fintech or AI-driven software