About The Role
The Customer Success Manager owns post-sale outcomes for a portfolio of B2B SaaS customers, helping teams adopt the platform, integrate it into existing workflows, and realize measurable business value. The role works with technical and business stakeholders across onboarding, implementation, renewals, and expansion.
You will translate customer goals into success plans, use product and usage data to identify risk, and coordinate with solutions engineering, support, product, and sales. Success means strong adoption, durable retention, and customers who can clearly connect the platform to improved operational performance.
Key Responsibilities
- Manage a portfolio of mid-market and enterprise customers across onboarding, adoption, renewal, and expansion
- Build success plans with measurable milestones, executive stakeholders, adoption targets, and renewal strategies
- Lead business reviews using product analytics, health scores, usage trends, and ROI reporting
- Partner with solutions engineers and customer technical teams on integrations, APIs, SSO, data workflows, and implementation risks
- Monitor customer health in platforms such as Gainsight, Salesforce, or HubSpot and create action plans for churn or adoption risk
- Coordinate escalations across support, engineering, and product while maintaining clear communication and ownership of customer outcomes
- Identify expansion opportunities and collaborate with account executives on qualification, business cases, and commercial handoffs
What We Are Looking For
- 3-8 years of experience in customer success, account management, implementation, solutions consulting, or a comparable client-facing SaaS role
- Track record managing B2B SaaS customers through onboarding, adoption, renewal, and expansion
- Strong understanding of SaaS integrations, APIs, data flows, identity management, and common enterprise technologies
- Experience using CRM, customer success, support, and product analytics tools such as Salesforce, Gainsight, Zendesk, Jira, or Pendo
- Excellent written and verbal communication, including the ability to lead executive business reviews and explain technical concepts to non-technical stakeholders
- Highly organized and analytical; able to manage a customer portfolio, prioritize risk, and operate against retention and expansion metrics
- Bachelor’s degree in business, technology, communications, or a related field, or equivalent professional experience; Bonus: experience with SQL, cloud platforms such as AWS or Azure, product-led growth, or cybersecurity and data privacy workflows