About The Role
The role owns post-sale relationships for a B2B SaaS platform: driving onboarding, adoption, and renewal outcomes for a portfolio of mid-market and enterprise customers in the data infrastructure and analytics space.
Customer success directly influences retention and expansion revenue here. The role sits at the intersection of product, technical account management, and commercial strategy, and is measured on net revenue retention and customer health.
Key Responsibilities
Own a portfolio of 25-40 accounts, building relationships with champions, economic buyers, and technical stakeholders
Lead structured onboarding programs, driving time-to-value through implementation milestones, training sessions, and success plans
Monitor product adoption and account health using tools like Gainsight or ChurnZero, flagging risk early and running save plays
Run quarterly business reviews with data-backed insights on usage, ROI, and roadmap alignment
Identify and pursue upsell and cross-sell opportunities in partnership with account executives
Coordinate support escalations with technical teams and communicate resolutions to customers
Maintain accurate records of customer health, risks, and renewals in Salesforce
What We Are Looking For
3-6 years of customer success, account management, or technical consulting experience at a B2B SaaS company
Proven track record managing renewals and driving expansion in a quota- or NRR-based environment
Comfortable discussing technical concepts (APIs, data pipelines, integrations) with engineering and IT stakeholders
Hands-on experience with customer success platforms (Gainsight, ChurnZero) and Salesforce
Strong facilitation and presentation skills, including executive-level QBRs
Bachelor's degree in business, computer science, or a related field (or equivalent experience)
Bonus: experience with data platforms, DevOps tooling, or API-first products; SQL or dashboarding skills (Looker, Tableau); prior startup or high-growth scale-up experience