Own the entire customer lifecycle for a dedicated book of business, from post-sales onboarding through renewal.
Develop and execute detailed Customer Success Plans focused on business outcomes.
Prepare and lead quarterly or semi-annual Executive Business Reviews (EBRs) with customer leadership to review strategic goals, demonstrate realized value and ROI, and present recommendations for maximizing future success.
Proactively monitor customer health and adoption metrics.
Lead all commercial conversations, including managing the entire renewal process (forecasting, negotiation, and closing) to secure long-term contracts.
Work closely with the Sales/Account Management team to identify, qualify, and build business cases for expansion opportunities (upsell/cross-sell) within your portfolio, driving increased Annual Recurring Revenue (ARR).
Maintain deep expertise in our platform and its use cases.
Capture and synthesize critical customer feedback to influence internal product direction and champion successful customers for case studies and referrals.

Minimum of 2 years of hands-on experience as a Customer Success Manager or in a similar strategic account management role within a B2B SaaS company.
A skilled executive communicator who can develop deep, trust-based relationships with key stakeholders, including C-level executives and decision-makers.
Adept at identifying a customer's core business challenges and mapping our platform's capabilities directly to their measurable business outcomes.
Proven ability to own and manage a high-value book of business, consistently meeting or exceeding net revenue retention and expansion goals.
Excellent presentation, negotiation, and written communication skills, with comfort engaging with senior-level executives.
Strong analytical skills with the ability to interpret data (usage, campaign performance, ROI metrics) to build compelling business cases.
Expertise in working with Customer Success Management platforms (e.g., Salesforce, HubSpot, Marketo) and comfort with reporting and presentation tools (Google Sheets/Docs/Slides).
Proven track record of managing and expanding accounts within Marketing and Sales orgs, demonstrating a deep understanding of their unique Ideal Customer Profiles (ICPs), KPIs (e.g., MQL-to-SQL conversion), and campaign lifecycles.
Bachelor’s degree preferred in Business, Marketing, or a related field.

Customer Success Manager

Key skills