Customer Success Manager

Sendoso is a venture-backed company focused on building meaningful connections in a digital world. They are seeking a Customer Success Manager to manage and grow a dedicated portfolio of valued customers, driving product adoption and ensuring high-value renewals and expansions.

Responsibilities:

• Own the entire customer lifecycle for a dedicated book of business, from post-sales onboarding through renewal
• Prepare and lead quarterly or semi-annual 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

Requirements:

• 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
• 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
• Track record of driving higher net retention by identifying, scoping, and closing upsell and cross-sell opportunities within your assigned accounts
• Use customer usage data, health scores, and business metrics to inform your strategy, proactively address risks, and confidently present your findings in formal Executive Business Reviews (EBRs)
• Own the entire customer lifecycle for a dedicated book of business, from post-sales onboarding through renewal
• Prepare and lead quarterly or semi-annual 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
• The required working hours for this role are 9:00 AM–5:30 PM (GMT), Monday through Friday
• Minimum of 2+ years of professional experience as a dedicated Customer Success Manager (CSM) in a B2B SaaS environment is mandatory
• 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