About The Role
The Customer Success Manager owns post-sale relationships for B2B SaaS customers using a cloud-based platform for workflow automation, integrations, and operational analytics. The role guides onboarding, drives product adoption, and helps technical and business stakeholders connect platform capabilities to measurable outcomes.
You will manage a portfolio of mid-market accounts, partnering with solutions engineers, support, product, and account executives to reduce churn, identify expansion opportunities, and turn customer feedback into actionable product insight. Success is measured through retention, adoption, customer health, and realized business value.
Key Responsibilities
- Manage a portfolio of customers through onboarding, implementation milestones, adoption programs, renewals, and expansion planning
- Build success plans that define business objectives, key stakeholders, technical dependencies, usage targets, and measurable outcomes
- Lead executive business reviews using product analytics, usage data, support trends, and ROI reporting
- Monitor account health in Gainsight, Salesforce, or similar systems and create risk-mitigation plans for at-risk customers
- Partner with solutions engineering and support to troubleshoot integrations, APIs, SSO, data workflows, and platform configuration issues
- Identify expansion opportunities based on customer needs, product usage, and organizational growth; coordinate handoffs with account executives
- Capture structured customer feedback and usage patterns to influence product roadmap, enablement content, and support processes
What We Are Looking For
- 3-8 years of experience in customer success, account management, implementation, solutions consulting, or another client-facing SaaS role
- Experience managing B2B technology customers through onboarding, adoption, renewal, and expansion cycles
- Working knowledge of SaaS platforms, REST APIs, webhooks, data integrations, SSO, and cloud-based application environments
- Proficiency with Salesforce and customer success or analytics tools such as Gainsight, HubSpot, Looker, or Tableau
- Strong executive communication, presentation, discovery, and project-management skills across technical and non-technical stakeholders
- Demonstrated ability to manage a portfolio against retention, adoption, renewal, or expansion targets
- Bachelor’s degree in business, information systems, computer science, communications, or a related field; equivalent experience may be considered
- Bonus: Experience with developer tools, workflow automation, data platforms, SQL, Jira, or Zendesk; experience supporting enterprise implementations or serving as a technical account manager