Customer Success Manager

About The Role

The role owns post-sale relationships for a portfolio of mid-market and enterprise SaaS customers, acting as the primary point of contact from onboarding through renewal and expansion. The team sits at the intersection of product and revenue: translating customer goals into adoption plans, flagging churn risk before it shows up in a dashboard, and turning healthy accounts into references and upsells.

Customers use APIs, integrations, and analytics daily, so fluency in how the product actually gets deployed matters as much as relationship skills.

Key Responsibilities

Own a book of 25-40 accounts with $500K+ ARR, driving retention and expansion targets each quarter Lead onboarding and implementation, coordinating with technical teams on API integrations, SSO setup, and data migration timelines Run quarterly business reviews with VP- and C-level stakeholders, tying product usage data to customer business outcomes Monitor product adoption and health scores in Gainsight or a similar CS platform, building and executing intervention playbooks for at-risk accounts Manage renewals end-to-end, forecasting accurately in Salesforce and building multi-threaded relationships before the renewal window opens Identify and qualify upsell opportunities, partnering with account executives on expansion pipeline Escalate and advocate for customers internally, working with product and engineering on roadmap feedback and blocking issues What We Are Looking For 3-6 years in customer success, account management, or technical account management at a B2B SaaS company Experience managing a $1M+ ARR book of business with a track record of net revenue retention above 100% Hands-on with CS and CRM tooling (Gainsight, ChurnZero, or Totango; Salesforce required) Strong data fluency — comfortable reading product usage dashboards, SQL basics a plus Excellent written communication and executive presentation skills; experience running QBRs directly Bachelor's degree or equivalent practical experience Bonus: experience with developer-facing or API-first products, technical background (CSS, data integrations), or prior AE experience