Key skills
Customer Success ManagementB2B SaaSAccount ManagementCustomer Success PlatformsSalesforceHubSpotMarketoData AnalysisPresentation ToolsGoogle SheetsGoogle DocsGoogle SlidesROI MetricsNet Revenue RetentionUpsell and Cross-sellCampaign Performance AnalysisStrategic Relationship BuildingExecutive CommunicationSQLSaaSLeadershipCommunicationNegotiationCustomer SuccessSales
About this role
Sendoso is a venture-backed company focused on creating meaningful connections in a digital world. They are seeking an experienced Customer Success Manager (CSM) to manage a dedicated portfolio of valued customers, drive product adoption, and ensure high-value renewals and expansions in a fast-paced SaaS environment.
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 Executive Business Reviews (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
- 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