Customer Success & Implementation Manager – SaaS Enterprise

Role Overview

• Lead all aspects of client onboarding and implementation, ensuring 95%+ of projects are delivered on time and within scope.
• Track and improve Time-to-Value (TTV) and Implementation Completion Rate to accelerate client success.
• Develop and execute engagement strategies to achieve 80–90%+ active usage rates and customer health scores above target benchmarks.
• Proactively monitor accounts to identify risks and provide strategic recommendations to clients.
• Own assigned client accounts and serve as the primary point of contact for enterprise clients.
• Maintain 95%+ gross renewal rate and 110%+ net revenue retention (NRR) through proactive relationship management.
• Identify upsell and cross-sell opportunities representing 10–15% of total portfolio ARR annually.
• Conduct Quarterly Business Reviews (QBRs), presenting adoption metrics, ROI, and growth recommendations.
• Address and resolve escalations and operational issues with a target of 90%+ closure within SLA and CSAT ≥ 4.5/5.
• Advocate for client needs internally, collaborating with Product, Engineering, and Support teams.
• Contribute to process improvements to enhance operational efficiency, reduce onboarding cycle times (10–15% YOY improvement), and optimize the client experience.
• Maintain dashboards and reports to track Net Revenue Retention (NRR), Gross Renewal Rate, Time-to-Value (TTV), Implementation Completion Rate, Customer Health Score, CSAT and NPS, Adoption/Usage Rates, Issue Resolution Time.
• Partner with Sales, Product, and Engineering to align on client goals, prioritize feedback, and deliver enhancements that drive adoption, satisfaction, and account growth.

Requirements

• Experience: minimum of 5 years in Customer Success, Implementation, or related client-facing roles within a SaaS environment, managing enterprise or complex accounts.
• Account Management & Client Relationship Management: Proven ability to manage enterprise accounts, ensuring adoption, satisfaction, renewals, and expansion.
• Project Management: Ability to lead multiple client implementations simultaneously with on-time, high-quality delivery.
• Analytical & Problem-Solving Skills: Identify trends, assess risks, and develop actionable solutions to improve client outcomes.
• Communication & Executive Presence: Strong verbal and written communication skills; comfortable presenting to senior stakeholders.
• Technical Aptitude: Ability to quickly learn complex technology platforms and explain them clearly to clients.
• Cross-Functional Collaboration: Track record of working effectively with Sales, Product, and Engineering teams.
• Adaptability & Initiative: Thrives in a fast-paced environment with a proactive, hands-on approach.
• Tools: Proficiency with CRM and CS platforms (HubSpot, JIRA, Google Suite).
• Education: Bachelor’s degree in Business Administration, Marketing, or related field; MBA or project management certification (PMP, CSM, CCSM) a plus.

Tech Stack

• PMP

Benefits

• Competitive Compensation
• Paid Time Off
• Paid Parental Leave
• Remote Workplace
• Flexible Work Schedules
• Health, Dental, Vision, LTD Insurance
• 401(k)
• Professional Development Opportunities