Customer Success Manager (SaaS)

About this role

• The Customer Success Manager is a commercially-aware, relationship-led role within the Revenue org. This role owns a portfolio of accounts, ensuring customers realize measurable value from the Horizon platform(s) and other associated product lines. They protect gross revenue retention (GRR) and influence net revenue retention (NRR) through deep adoption and health management
• This role reports to Customer Success leadership within the Revenue organization. The Customer Success Manager owns account health, adoption planning, customer-success plans, QBR execution, value realization, and early churn-risk escalation across an assigned portfolio
• The role partners closely with Account Executives, who retain ownership of commercial strategy, pricing, renewals, expansions, cross-sells, and contracting. The Customer Success Manager supports those motions by ensuring customer value is demonstrated before renewal, surfacing risks early, identifying qualified expansion signals, and providing relationship and health context
• The Customer Success Manager is not a technical delivery or implementation owner. They coordinate SMEs, TPMs, Product, and integration resources on behalf of the customer, but technical execution, project delivery, roadmap commitments, and commercial commitments remain with the appropriate functional owners
• Customer Success leadership owns portfolio assignment, account tiering, success-plan standards, account-health methodology, escalation paths, and performance expectations for this role
• Maintain account health scores across your portfolio; proactively identify and escalate accounts at risk of churn or contraction throughout their lifecycle
• Build and maintain multi-threaded relationships within customer organizations. This is not just the day-to-day contact, but economic buyers and operational stakeholders The Customer Success Manager must understand the customer’s actual operating workflow well enough to connect Horizon usage to measurable busi...