Customer Success Manager

Sagetap is an AI-driven platform that helps enterprise technology executives discover and evaluate software. The Customer Success Manager will own customer relationships from onboarding through renewal and expansion, drive platform adoption, and advise senior technology leaders. The role will also translate customer feedback into recommendations, identify growth opportunities, and collaborate cross-functionally to improve the customer experience.

Responsibilities:

• Own customer relationships from onboarding through ongoing engagement, adoption, renewal, and expansion.
  • The parental leave coverage will involve supporting approximately 70 existing customer relationships
• Develop a deep understanding of each customer's business objectives, technology priorities and software evaluation processes
• Lead customer onboarding and ensure users understand how to get maximum value from the Sagetap platform
• Build trusted relationships with senior tech leaders and key stakeholders
• Proactively monitor customer engagement and identify opportunities to increase adoption, demonstrate value and strengthen relationships
• Conduct regular customer check-ins, business reviews (QBRs) and strategic conversations to understand evolving needs and priorities
• Help customers use Sagetap to identify relevant technology solutions and facilitate high-quality connections with vendors
• Serve as the voice of the customer internally, translating feedback and customer insights into actionable recommendations
• Identify opportunities for account growth and expansion in partnership with the Sales team
• Track customer health, engagement and key success metrics and proactively address risks
• Develop scalable processes, resources and best practices that improve the customer experience as Sagetap grows
• Work cross-functionally to resolve customer issues and ensure a high-quality experience
• Contribute to building the Customer Success function, including processes, playbooks, metrics and tooling

Requirements:

• 3+ years of experience in Customer Success, Account Management, Consulting, Sales, or another customer-facing role, ideally within B2B SaaS or enterprise technology
• Experience managing relationships with enterprise customers and senior stakeholders
• Excellent written and verbal communication skills, with the ability to communicate clearly with both technical and business audiences
• Strong relationship-building skills and a genuine interest in understanding customers' businesses and challenges
• Highly organized and able to manage multiple customer relationships and priorities simultaneously
• A proactive, ownership-oriented mindset
• Strong analytical and problem-solving skills, with the ability to turn customer data and feedback into actionable insights
• Comfortable working in a fast-paced startup environment
• Commercially aware and able to identify opportunities for customer growth and expansion
• Curious about enterprise technology and software