Customer Success Manager

About The Role

The role owns a portfolio of mid-market and enterprise SaaS accounts, driving adoption, retention, and expansion of a cloud data-integration platform used daily by engineering and analytics teams.

Customer Success Managers here are measured on net revenue retention, not just sentiment — the role sits at the intersection of technical account management and commercial strategy, and directly shapes renewals and upsell outcomes.

Key Responsibilities

• Own a book of 15–25 named accounts, building and executing success plans tied to each customer's business outcomes
• Drive onboarding and implementation for new customers in partnership with solutions engineers, ensuring time-to-value within 30–60 days
• Monitor product adoption and usage telemetry (Gainsight, SQL dashboards) to identify churn risk early and run save plays
• Lead quarterly business reviews with VP and C-level stakeholders, presenting ROI analysis, roadmap alignment, and expansion opportunities
• Manage renewals end-to-end, partnering with account executives on upsell and cross-sell motions to grow annual recurring revenue
• Serve as the customer's internal advocate, escalating technical issues to support and product teams and driving resolution to closure
• Contribute voice-of-customer insights to product and marketing on feature gaps, competitive threats, and expansion plays

What We Are Looking For

• 3-6 years in customer success, technical account management, or solutions consulting at a B2B SaaS company
• Experience managing enterprise or mid-market accounts with $100K+ annual contract values
• Strong grasp of cloud infrastructure and data concepts (APIs, ETL, data warehousing, Snowflake or similar)
• Proven ability to run executive-level business reviews and translate product usage into business value narratives
• Familiarity with CS platforms (Gainsight, ChurnZero) and CRMs (Salesforce)
• Bachelor's degree in business, computer science, engineering, or related field (or equivalent experience)
• Bonus: prior AE or renewal-closing experience; SQL or dashboarding skills; experience selling into data or DevOps teams