Customer Success Manager

About The Role The role owns the post-sale relationship for a book of mid-market and enterprise SaaS customers: driving onboarding, adoption, renewals, and expansion across a cloud-native platform. Customer success is the revenue engine here, not a cost center. The CSM sits at the intersection of product, support, and sales, translating customer goals into adoption plans and renewal outcomes.

Key Responsibilities

Own a portfolio of 25-40 named accounts, managing the full lifecycle from onboarding through renewal Run quarterly business reviews with economic buyers, tying platform usage to customer KPIs and ROI Monitor product adoption and health scores using tools like Gainsight or ChurnZero; build intervention plans for at-risk accounts Drive renewals and identify upsell opportunities, partnering with account executives on expansion plays Act as the voice of the customer internally, surfacing product feedback and pain points to product management Resolve escalations by coordinating support, engineering, and professional services resources Maintain accurate account plans, health metrics, and forecasts in Salesforce What We Are Looking For 3-6 years in customer success, account management, or a client-facing role at a B2B SaaS company Proven track record managing renewals and driving net revenue retention above 100% Hands-on experience with a CS platform (Gainsight, ChurnZero, Vitally) and Salesforce Comfortable reading product usage data and building data-backed business reviews Strong executive communication skills; able to run meetings with VP and C-level stakeholders Bachelor's degree in business, a technical field, or equivalent practical experience Bonus: experience with API-first products, technical integrations, or working with developer-focused customers