Customer Success Manager

About The Role

The Customer Success Manager owns the post-sale lifecycle for mid-market and enterprise SaaS customers, ensuring successful onboarding, product adoption, and long-term contract renewal.

This role sits at the intersection of technical strategy and relationship management, acting as the primary advocate for customers within a complex cloud infrastructure and data analytics ecosystem.

Key Responsibilities

• Manage a portfolio of 30-40 enterprise and mid-market accounts to drive product adoption, retention, and net revenue growth
• Lead structured onboarding and technical implementation processes, mapping customer business objectives to product capabilities
• Conduct monthly and quarterly business reviews (QBRs) with senior stakeholders and executive sponsors to demonstrate ROI
• Monitor customer health scorecards, platform usage metrics, and support tickets in Gainsight and Salesforce to proactively address churn risks
• Identify expansion opportunities and collaborate with Account Executives to execute upsells and contract renewals
• Synthesize customer feedback and feature requests, prioritizing them for Product and Engineering teams to influence the product roadmap
  
  

What We Are Looking For

• 3-6 years of experience in customer success, account management, or technical consulting within a B2B SaaS environment
• Proven track record of maintaining a net retention rate (NRR) above 100% and managing complex renewal cycles
• Strong technical aptitude with experience explaining APIs, data integrations, and cloud architectures to non-technical stakeholders
• Expertise using modern CS and CRM software, specifically Salesforce, Gainsight, and Zendesk
• Excellent communication and presentation skills with experience delivering business reviews to VP and C-level executives
• Bonus: Prior experience in DevOps, cybersecurity, or developer-tooling SaaS sectors