Customer Success Manager

About the Role\n\nWe 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.\nThis 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.\nWorking 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.\n\nKey Responsibilities\n\nOwn and manage a portfolio of strategic customer accounts, driving adoption, engagement, retention, and growth.\nBuild trusted relationships with customer stakeholders, including senior leadership and executive teams.\nLead customer onboarding, implementation, success planning, and ongoing account management activities.\nDevelop a deep understanding of customer objectives, challenges, and success metrics to proactively drive value realization.\nMonitor customer health, product usage, and engagement signals to identify risks and opportunities early.\nDrive renewal conversations and partner with Sales teams to identify expansion, upsell, and cross-sell opportunities.\nConduct regular business reviews and strategic planning sessions with customer stakeholders.\nPartner closely with Product and Engineering teams to communicate customer feedback and influence product strategy.\nContribute to the development of scalable customer success processes, playbooks, and best practices as the organization grows.\n\nRequirements\n\n5–10 years of experience in Customer Success, Account Management, Consulting, or a related customer-facing role within a SaaS or technology environment.\nDemonstrated success managing enterprise or mid-market customer relationships with responsibility for retention and growth metrics.\nStrong understanding of customer lifecycle management, including onboarding, adoption, renewals, and expansion.\nCommercially minded with experience influencing revenue outcomes through customer engagement.\nExcellent stakeholder management and communication skills, with the ability to engage effectively at both operational and executive levels.\nHighly analytical, with the ability to leverage customer data and insights to drive decision-making and account strategy.\nComfortable operating in a fast-paced, high-growth environment with evolving priorities.\nExperience working cross-functionally across Product, Sales, Marketing, and Support functions.\n\nPreferred Experience\nExperience within B2B SaaS, Customer Success platforms, CRM, or Revenue Operations technology.\nExposure to customer health scoring, success planning frameworks, and data-driven customer engagement models.\nExperience managing strategic or enterprise accounts with multiple stakeholders and complex buying groups.\n\nWhat Success Looks Like\n\nIncreased customer adoption and engagement across the customer portfolio.\nStrong renewal and retention performance.\nGrowth in expansion revenue through upsell and cross-sell opportunities.\nImproved customer health, satisfaction, and advocacy.\nConsistent achievement of customer business outcomes and value realization goals.\nThis 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.