LandOffer
Customer Success Manager
Job details
- Level
- Mid level
- Experience
- 3+ years
- Education
- Bachelor's degree
- Posted
- Oct 19, 2026
- Last confirmed open
- Oct 19, 2026
About this role
About The Role
The role owns a portfolio of B2B SaaS customers post-sale, driving onboarding, adoption, renewals, and expansion across a cloud-native platform used by enterprise data and engineering teams. The role sits at the intersection of revenue and customer value: reducing churn, protecting and growing ARR, and turning day-to-day product usage and customer outcomes into expansion opportunities alongside sales.
Key Responsibilities
Own a book of 15-25 mid-market and enterprise accounts, managing relationships from kickoff through renewal Lead onboarding and implementation, including success planning, stakeholder mapping, and time-to-first-value milestones Monitor product usage and health scores in Gainsight to identify risk early and run structured save plays Drive renewals and expansion pipeline (upsell, cross-sell, seat growth) in partnership with account executives, owning a net revenue retention target Run quarterly business reviews with economic buyers, presenting ROI, adoption metrics, and roadmap alignment Act as the voice of the customer to product and engineering, escalating bugs and shaping feature feedback loops Maintain accurate account plans, health data, and pipeline records in Salesforce What We Are Looking For 3-6 years in customer success, account management, or a client-facing SaaS role with renewal or expansion targets Track record of owning enterprise accounts with 90%+ gross retention or measurable NRR impact Comfortable with technical products and audiences — experience serving developer, data, or infrastructure buyers is a plus Hands-on with Gainsight, Salesforce, and product analytics tools (Amplitude, Pendo, or similar) Strong executive communication: can run a QBR, handle escalations, and negotiate with procurement Bachelor's degree in a relevant field or equivalent practical experience Bonus: experience with API-first or usage-based products, technical background, or familiarity with the modern data stack