Customer Success Manager

About The Role

The role owns retention and expansion for a portfolio of B2B SaaS accounts, serving as the primary point of contact from onboarding through renewal.

Customer Success directly drives net revenue retention: this team identifies expansion opportunities, prevents churn through proactive engagement, and turns happy customers into references and advocates.

Key Responsibilities

• Own a book of 20-30 mid-market and enterprise accounts, managing the full lifecycle from kickoff to renewal
• Drive onboarding and implementation, coordinating with technical teams on API integrations, data migrations, and SSO setup
• Build and monitor account health scores using product usage data, NPS signals, and engagement metrics; intervene early on at-risk accounts
• Lead quarterly business reviews with stakeholders, presenting ROI analysis, adoption metrics, and roadmap alignment
• Identify and qualify upsell and cross-sell opportunities, partnering with account executives to close expansion revenue
• Act as the voice of the customer, channeling product feedback and influencing roadmap prioritization
• Maintain accurate records in Salesforce and Gainsight, including success plans, risk logs, and renewal forecasts

What We Are Looking For

• 3-6 years of customer success, account management, or client-facing experience at a B2B SaaS company
• Track record of managing renewals and hitting retention or NRR targets (95%+ gross retention preferred)
• Comfortable with technical conversations — APIs, integrations, and data workflows — with both technical and executive audiences
• Hands-on with CS platforms and CRMs (Gainsight, ChurnZero, Salesforce, or similar)
• Strong presentation and QBR facilitation skills; able to build executive-ready narratives from data
• Bachelor's degree or equivalent practical experience
• Bonus: experience in a high-growth startup, familiarity with SQL or BI tools (Looker, Tableau), or a background in solutions engineering