Customer Success Manager

The role owns the post-sale customer lifecycle, driving adoption, retention, and expansion across a portfolio of B2B SaaS accounts.

You will partner directly with enterprise stakeholders to ensure technical integration and alignment with desired business outcomes.

Key Responsibilities

• Manage onboarding, training, and technical deployment for new enterprise accounts
• Drive user adoption and engagement to mitigate churn and achieve net retention targets
• Identify cross-sell and up-sell opportunities and partner with account executives to close expansion deals
• Conduct quarterly business reviews to present ROI metrics, usage analytics, and strategic roadmap alignment
• Maintain clean CRM data regarding account health scores, support escalations, and renewal timelines
• Advocate for customer feature requests and collaborate with product and engineering teams to resolve escalated issues

• 3-6 years of customer success, account management, or technical consulting experience in B2B SaaS
• Demonstrated track record of managing enterprise accounts, hitting net revenue retention targets, and reducing churn
• Strong technical aptitude with the ability to understand and explain complex SaaS architectures, APIs, and workflows
• Excellent communication and presentation skills with executive-level stakeholders
• Proficient in CRM and customer success platforms such as Salesforce, Gainsight, or HubSpot
• Bachelor's degree in Business, Computer Science, or a related field; technical certifications are a plus