Customer Success Manager

About the Role\n\nWe are hiring a Customer Success Manager for one of our fast-growing B2B SaaS companies.\nThe Customer Success Manager will play a critical role in helping customers achieve their desired outcomes through the effective use of our platform. You will act as a trusted advisor, building strong customer relationships, driving product adoption, ensuring successful onboarding, and identifying opportunities for expansion and growth.\nThis role sits at the intersection of customers, product, and revenue, helping drive customer satisfaction, retention, advocacy, and long-term success.\n\nKey Responsibilities\n\nCustomer Onboarding\n· Guide new customers through onboarding and implementation.\n· Ensure a smooth transition from sales to ongoing customer success.\n· Help customers achieve value as quickly as possible.\n\nCustomer Engagement\n· Build and maintain strong relationships with customers.\n· Conduct regular business reviews and check-ins.\n· Understand customer goals, challenges, and success metrics.\n\nProduct Adoption & Growth\n· Drive adoption of key product features and workflows.\n· Monitor customer usage and engagement trends.\n· Identify opportunities for expansion, upsell, and cross-sell.\n\nCustomer Health & Retention\n· Track customer health scores and risk indicators.\n· Proactively identify and address churn risks.\n· Partner with customers to ensure successful renewals.\n\nVoice of the Customer\n· Gather customer feedback and insights.\n· Work closely with Product, Engineering, and Leadership teams.\n· Advocate for customer needs and influence product improvements.\n\nCustomer Advocacy\n· Develop strong customer champions.\n· Encourage customer references, testimonials, case studies, and referrals.\n\nRequirements\n· 3+ years of Customer Success, Account Management, Customer Experience, or related experience in a B2B SaaS environment.\n· Proven track record of managing and growing customer relationships.\n· Experience driving renewals, retention, and revenue expansion.\n· Strong commercial mindset with the ability to identify growth opportunities.\n· Excellent communication and stakeholder management skills.\n· Experience working in a fast-paced, high-growth environment.\n· Familiarity with SaaS products and cloud-based technologies.\n· Strong understanding of CRM platforms and customer success tools.\n· Ability to analyze customer data and translate insights into action.\n· Experience working with cross-functional teams including Product, Engineering, Sales, and Support.\n\nPreferred Qualifications\n· Experience with Customer Success platforms such as Gainsight, ChurnZero, Vitally, Planhat, or similar tools.\n· Experience supporting enterprise or mid-market customers.\n· Background in software implementation, consulting, or professional services.\n· Knowledge of contact center, support, or customer experience technologies is a plus.\n\nWhat Success Looks Like\n· High customer satisfaction and retention rates.\n· Strong product adoption across assigned accounts.\n· Increased customer engagement and advocacy.\n· Successful renewals and revenue growth within existing accounts.\n· Strong relationships with customer stakeholders and champions.\n\nIf you’re passionate about helping customers succeed and want to join a fast-growing B2B SaaS company, we’d love to hear from you.