Customer Success Manager

Role Overview

• Lead and execute on the full customer lifecycle — from onboarding to renewal — ensuring customers realize value quickly and consistently.
• Collaborate cross-functionally with Sales, Product, and Engineering to deliver solutions, advocate for customer needs, and optimize the customer journey.
• Take ownership of a portfolio of accounts, building trusted advisor relationships with key stakeholders and executive sponsors.
• Proactively monitor customer health metrics, identify risk signals, and create action plans to drive retention and expansion opportunities.
• Develop and execute tailored success plans with clear milestones, measurable outcomes, and ROI tracking.
• Lead business reviews and executive meetings to showcase impact, gather feedback, and align on future growth.
• Propose improvements and help establish scalable best practices, playbooks, segmentation models, and customer health scoring frameworks.
• Create enablement resources, training materials, and documentation to support adoption and future team growth.
• Mentor and support future Customer Success team members as we build and scale the function.
• Identify and implement AI-driven workflows that improve efficiency and allow us to scale without compromising customer experience.

Requirements

• 3–5+ years of experience in Customer Success, Account Management, or a similar client-facing role within B2B SaaS or technology companies.
• Strong skills in customer lifecycle management, retention strategy, stakeholder management, and data analysis.
• Proven experience managing a portfolio of accounts with retention rates above 90% and a track record of driving expansion revenue.
• Experience using CRM and customer success platforms (e.g., Salesforce, HubSpot, Gainsight, ChurnZero).
• Strong communication skills with the ability to collaborate effectively across teams and influence stakeholders from end users to C-suite leaders.
• A proactive, data-driven mindset with the ability to translate metrics into actionable insights and business impact.
• Post-secondary education in Business, Communications, or a related field (or equivalent practical experience).

Benefits

• Competitive salary tailored to experience, skills, and expertise.
• Equity opportunities so you can share in our growth and success.
• Unlimited PTO and flexibility when you need it the most.
• Yearly learning & development stipend to help you grow and do your best work.