Customer Success Manager (SaaS)

Gdtalent limited is recruiting for a Customer Success Manager to join a client that is revolutionizing corporate learning and development with its innovative microlearning platform. The CSM will manage a portfolio of high-value customers, focusing on long-term success through account management and strategic growth initiatives.

Responsibilities:

• Own the long-term success of your customer portfolio, including adoption, retention, renewals, and expansion
• Build trusted relationships with champions, executives, budget owners, and other key stakeholders across customer organizations
• Drive multi-threading by expanding relationships beyond a single champion and reducing organizational risk
• Develop strategic account plans that identify growth opportunities, expansion paths, and long-term success initiatives
• Partner closely with Sales to generate expansion pipeline, identify new use cases, and support larger commercial opportunities. Sales owns discovery, commercial negotiations, and closing, while you create the conditions for successful expansion
• Independently manage smaller expansion opportunities when appropriate
• Own renewals across your portfolio, including multi-year agreements, contract consolidation, and co-terming
• Partner closely with the Implementation team during onboarding to ensure successful customer launches and a seamless transition into long-term ownership
• Lead Executive Business Reviews and strategic planning sessions focused on customer outcomes and business impact
• Monitor customer health, product adoption, and business outcomes to proactively reduce churn risk
• Partner with Product by bringing structured customer insights, identifying recurring themes, and influencing roadmap priorities
• Use customer data, health metrics, and business KPIs to prioritize work and improve Net Revenue Retention

Requirements:

• Has 5+ years of Customer Success experience in B2B SaaS with a proven track record managing strategic and enterprise customers
• Has consistently driven customer retention, renewals, and expansion within existing accounts
• Thinks strategically and builds long-term account plans rather than simply responding to customer requests
• Is comfortable working with executive stakeholders and navigating complex buying organizations
• Has experience partnering closely with Sales to drive account growth
• Uses data, customer health metrics, and business KPIs to make decisions and prioritize work
• Is proactive, highly organized, and comfortable managing a complex portfolio independently
• Brings strong commercial instincts, excellent communication skills, and a growth mindset
• Experience in Learning & Development, HR Technology, or Enterprise SaaS is a strong advantage