Customer Success Manager

About this role

About The Role
The Customer Success Manager owns post-sale outcomes for a portfolio of B2B SaaS customers using a cloud platform for data integration, workflow automation, and operational analytics. The role combines strategic account management with hands-on technical guidance, helping customers move from implementation to adoption, expansion, and measurable business value.


You will serve as the primary point of contact for administrators, technical stakeholders, and business leaders. Success depends on building adoption plans, translating product capabilities into customer workflows, identifying risk early, and partnering with solutions engineering, support, and product teams to resolve issues and influence the roadmap.


Key Responsibilities

• Manage a portfolio of mid-market and enterprise customers, including onboarding, adoption, renewals, and expansion planning
• Build success plans with defined business outcomes, milestones, stakeholders, health metrics, and executive review cadences
• Lead technical discovery and enablement sessions covering APIs, integrations, data workflows, permissions, and reporting capabilities
• Monitor product usage, support trends, renewal dates, and account health in Salesforce and customer-success platforms such as Gainsight or Planhat
• Conduct quarterly business reviews that connect platform adoption to operational metrics, cost savings, productivity gains, or revenue impact
• Partner with Solutions Engineering, Support, Product, and Account Executives to resolve escalations and coordinate expansion opportunities
• Document customer feedback, risks, and feature requests with clear business context and follow-through

What We Are Looking For

• 3-7 years of experience in customer success, solutions consulting, account management, implementation, or a related client-facing SaaS role
• Experience managing B2B technology customers through onboarding, adoption, renewal, and expansion cycles
• Working knowledge ...