Own the Full Customer Lifecycle: Lead seamless onboarding, drive product adoption, and secure renewals.
Serve as the primary point of contact for your assigned customer portfolio.
Build deep, trusted relationships by understanding customer goals, challenges, and success metrics.
Monitor & Drive Customer Health: Proactively monitor customer health using data and insights to identify risks and opportunities.
Develop and execute tailored success plans that maximize the value customers gain from our solutions.
Track and report on critical metrics such as NPS, retention rates, and upsell/cross-sell performance.
Drive Revenue Growth: Identify and nurture upsell, cross-sell, and renewal opportunities.
Provide structured expansion signals to Sales and actively support renewal preparation and forecasting.
Drive incremental Annual Recurring Revenue (ARR) growth across your account portfolio.
Collaborate Cross-Functionally: Work closely with Sales, Support, and Product teams to deliver a cohesive customer experience.
Act as the voice of the customer internally to advocate for product and service improvements.
Share knowledge through documentation, coaching, and cross-team support (e.g., CSEs, engineers, project managers, sales).

3 to 6 years of experience in Customer Success, Account Management, or a client-facing role in a B2B tech environment
demonstrated ability to manage and grow a portfolio of enterprise accounts
experience with CRM tools (Salesforce, Gainsight, or equivalent)
BS or MS degree in Computer Engineering, Business, Sales, or equivalent experience
familiarity with SaaS or infrastructure software is a strong plus
English is mandatory
an additional European language (German, Spanish, French…) is a strong plus
a working understanding of data storage concepts and cloud environments is required

Customer Success Manager

Key skills