About The Role
The role owns the post-sale relationship for B2B SaaS customers, from onboarding through renewal and expansion. This is a data-platform product, so success means understanding customer workflows, integrations, and adoption metrics — not just relationship management.
You will manage a portfolio of mid-market and enterprise accounts, acting as the connective tissue between customers, product, and support. Retention and net revenue retention are the scoreboard.
Key Responsibilities
Own a book of 15-25 mid-market and enterprise accounts, driving onboarding, adoption, and time-to-value
Run quarterly business reviews with customer stakeholders, presenting usage data, ROI narratives, and roadmap alignment
Monitor product adoption and health scores using tools like Gainsight or ChurnZero; intervene early on at-risk accounts
Coordinate renewal and expansion motions with account executives, contributing to NRR targets
Serve as the voice of the customer internally — feed product feedback, common blockers, and feature requests to product and engineering
Troubleshoot technical escalations with the support team and communicate clearly during incident follow-ups
Build and maintain customer-facing documentation, enablement materials, and success plans in Salesforce and Confluence
What We Are Looking For
3-6 years of customer success, account management, or support experience at a B2B SaaS company
Track record of hitting retention or NRR targets across a managed portfolio
Comfortable discussing technical concepts (APIs, integrations, data flows) with both engineers and executives
Hands-on experience with a CS platform (Gainsight, ChurnZero) and a CRM (Salesforce or HubSpot)
Strong written communication: QBR decks, success plans, and executive summaries that don't need editing
Bachelor's degree or equivalent practical experience
Bonus: SQL or dashboard-building skills (Looker, Tableau), experience with data/analytics products, or prior CSM certification (Success Coaching, Gainsight certifications)