Customer Success Manager

About the Role

We are partnering with a fast-growing B2B SaaS company to hire a Customer Success Manager who will play a critical role in driving customer retention, product adoption, and revenue growth.

This individual will own strategic customer relationships across the entire customer lifecycle—from onboarding and value realization to renewal and expansion. The ideal candidate combines strong commercial acumen with a customer-first mindset and has a proven track record of managing complex stakeholder relationships in a high-growth SaaS environment.

Working closely with Product, Sales, Marketing, and Support teams, you will serve as the voice of the customer internally while ensuring customers achieve measurable business outcomes and maximize the value of their investment.

Key Responsibilities

• Own and manage a portfolio of strategic customer accounts, driving adoption, engagement, retention, and growth.
• Build trusted relationships with customer stakeholders, including senior leadership and executive teams.
• Lead customer onboarding, implementation, success planning, and ongoing account management activities.
• Develop a deep understanding of customer objectives, challenges, and success metrics to proactively drive value realization.
• Monitor customer health, product usage, and engagement signals to identify risks and opportunities early.
• Drive renewal conversations and partner with Sales teams to identify expansion, upsell, and cross-sell opportunities.
• Conduct regular business reviews and strategic planning sessions with customer stakeholders.
• Partner closely with Product and Engineering teams to communicate customer feedback and influence product strategy.
• Contribute to the development of scalable customer success processes, playbooks, and best practices as the organization grows.

Requirements

• 5–10 years of experience in Customer Success, Account Management, Consulting, or a related customer-facing role within a SaaS or technology environment.
• Demonstrated success managing enterprise or mid-market customer relationships with responsibility for retention and growth metrics.
• Strong understanding of customer lifecycle management, including onboarding, adoption, renewals, and expansion.
• Commercially minded with experience influencing revenue outcomes through customer engagement.
• Excellent stakeholder management and communication skills, with the ability to engage effectively at both operational and executive levels.
• Highly analytical, with the ability to leverage customer data and insights to drive decision-making and account strategy.
• Comfortable operating in a fast-paced, high-growth environment with evolving priorities.
• Experience working cross-functionally across Product, Sales, Marketing, and Support functions.

Preferred Experience

• Experience within B2B SaaS, Customer Success platforms, CRM, or Revenue Operations technology.
• Exposure to customer health scoring, success planning frameworks, and data-driven customer engagement models.
• Experience managing strategic or enterprise accounts with multiple stakeholders and complex buying groups.

What Success Looks Like

• Increased customer adoption and engagement across the customer portfolio.
• Strong renewal and retention performance.
• Growth in expansion revenue through upsell and cross-sell opportunities.
• Improved customer health, satisfaction, and advocacy.
• Consistent achievement of customer business outcomes and value realization goals.

This is an excellent opportunity to join a category-defining SaaS business at a pivotal stage of growth and make a meaningful impact on customer outcomes and company revenue.