Research and study new clients to identify their expected value from the product and future potential growth opportunities
Conduct kick-off (onboarding) trainings for new clients
Manage a portfolio of roughly 200 accounts – including 30% high-touch – with structured follow-ups, clear prioritization, and proactive engagement across the entire customer journey
Execute renewals and expansions proactively, based on account usage, growth potential, and business insights
Conduct exit interviews with churned clients
Drive customer advocacy initiatives by securing satisfied client reviews, testimonials, or case studies
Participate in special projects to improve the customer success playbooks or introduce new customer success activities

At least 3+ years of experience as a CSM in B2B, preferably in SaaS
Proven track record managing a book of business of 50+ accounts, with a strong ability to plan, organize and prioritize effectively
Experience driving MRR/ARR growth through renewals, upsells, or cross-sells
Experience in leading commercial conversations with the client (e.g., pricing, discounting, upselling)
Customer-driven personality with empathetic and emotional intelligence skills
Excellent communication, interpersonal, and presentation skills
Full professional proficiency in English (C1)
Familiarity with data rooms, board portals, or secure collaboration tools (Nice to have)
Experience in sales (Nice to have)
Proficiency in Spanish (Nice to have)

Customer Success Manager

Key skills