Customer Success Manager

About this role

About The Role
The Customer Success Manager owns the post-sale lifecycle for enterprise and mid-market SaaS accounts, driving product adoption, retention, and expansion. This role acts as a trusted advisor to clients, helping them integrate complex API and cloud-based platforms into their existing technical workflows.


The position sits at the intersection of customer relationship management and technical implementation. Success in this role means deeply understanding client business objectives, mapping them to technical capabilities, and proactively mitigating churn risk through systematic EBRs and product engagement monitoring.


Key Responsibilities

• Own a book of business with responsibility for net revenue retention (NRR), gross revenue retention (GRR), and account health
• Onboard new customers, driving them from post-sales handoff to initial deployment and first value delivery
• Conduct Executive Business Reviews (EBRs) with key stakeholders to demonstrate ROI and align on roadmap integration
• Monitor product usage data in Gainsight and Salesforce to proactively identify accounts with low adoption or churn risk
• Partner with Product, Engineering, and Support teams to escalate and resolve complex technical issues and feature requests
• Identify up-sell and cross-sell opportunities within the existing customer base and collaborate with Account Executives to close them

What We Are Looking For

• 3-6 years of experience in Customer Success, Account Management, or Technical Account Management within a B2B SaaS environment
• Proven track record of managing enterprise accounts with high contract values and achieving NRR targets above 110%
• Familiarity with modern CS tools and CRMs, specifically Salesforce, Gainsight, and Zendesk
• Strong technical aptitude with the ability to understand API-driven products and write basic SQL queries for data extraction
• Excellent communication and presentation skills, with comfort presenting to C-level e...