Customer Success Manager

About this role

About The Role
The Customer Success Manager (CSM) manages the post-sales lifecycle for a portfolio of enterprise SaaS accounts, ensuring clients derive maximum value from the platform and achieve their business objectives. This role acts as a strategic advisor, bridging the gap between technical capabilities and executive-level business outcomes through data-driven advocacy.


The position is critical for driving net revenue retention (NRR) by identifying expansion opportunities and mitigating churn risk through proactive account health monitoring. Success is measured by product adoption depth, customer satisfaction scores, and the seamless execution of quarterly business reviews (QBRs) for high-growth technology organizations.


Key Responsibilities

• Manage the end-to-end onboarding process for new enterprise clients, converting initial sales requirements into successful product deployments and user adoption milestones
• Conduct regular Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs) to demonstrate ROI through data visualization and performance metrics
• Monitor account health signals and product usage trends using Salesforce and Gainsight to proactively intervene in at-risk accounts before renewal cycles
• Partner with Sales and Account Management teams to identify upsell and cross-sell opportunities within the existing customer base based on feature utilization gaps
• Collaborate with Product and Engineering teams to translate customer feedback into actionable product roadmap requirements and feature enhancements
• Develop and maintain success plans for each account that align customer business goals with platform functionality and measurable KPIs
• Serve as the primary escalation point for technical and operational issues, coordinating with support and professional services to ensure rapid resolution

What We Are Looking For

• 3–6 years of experience in Customer Success, Account Management, or Sales Engineering with...