About The Role
The Customer Success Manager owns post-sale relationships for a B2B SaaS platform, helping customers deploy the product, integrate it with systems such as Salesforce, Slack, and cloud data tools, and realize measurable business value.
This role manages a portfolio of technical and business stakeholders from onboarding through renewal and expansion. Success means improving adoption, reducing risk, and turning customer outcomes into durable revenue.
Key Responsibilities
- Manage a portfolio of mid-market and enterprise customers, including onboarding plans, adoption milestones, health reviews, renewals, and expansion opportunities
- Lead technical discovery sessions and coordinate integrations involving APIs, webhooks, SSO, data imports, and CRM workflows
- Build success plans with measurable outcomes, timelines, owners, and KPIs tied to customer business goals
- Monitor product usage, support trends, stakeholder engagement, and renewal risk using tools such as Salesforce, Gainsight, or similar platforms
- Conduct quarterly business reviews and executive check-ins that connect product adoption to operational and financial impact
- Partner with Solutions Engineering, Support, Product, and Sales to resolve escalations and communicate customer feedback
- Maintain accurate CRM records, forecast renewals, and deliver concise reporting on account health, retention, and expansion pipeline
What We Are Looking For
- 3-8 years of experience in customer success, account management, solutions consulting, implementation, or a related client-facing SaaS role
- Experience managing B2B technology customers through onboarding, adoption, renewal, and expansion motions
- Working knowledge of SaaS integrations, REST APIs, webhooks, SSO, data workflows, and cloud-based software environments
- Proficiency with Salesforce or a comparable CRM, along with customer success platforms such as Gainsight, Catalyst, or Totango
- Strong executive communication, project management, discovery, and stakeholder-management skills
- Bachelor’s degree in business, technology, communications, or a related field, or equivalent professional experience
- Bonus: Experience with technical products, data platforms, cybersecurity, developer tools, or API-led software; familiarity with SQL, Jira, and product analytics tools