About The Role
The role owns the post-sale relationship for a book of mid-market and enterprise SaaS customers: driving onboarding, adoption, renewals, and expansion across a cloud-native platform.
Customer success is the revenue engine here, not a cost center. The CSM sits at the intersection of product, support, and sales, translating customer goals into adoption plans and renewal outcomes.
Key Responsibilities
Own a portfolio of 25-40 named accounts, managing the full lifecycle from onboarding through renewal
Run quarterly business reviews with economic buyers, tying platform usage to customer KPIs and ROI
Monitor product adoption and health scores using tools like Gainsight or ChurnZero; build intervention plans for at-risk accounts
Drive renewals and identify upsell opportunities, partnering with account executives on expansion plays
Act as the voice of the customer internally, surfacing product feedback and pain points to product management
Resolve escalations by coordinating support, engineering, and professional services resources
Maintain accurate account plans, health metrics, and forecasts in Salesforce
What We Are Looking For
3-6 years in customer success, account management, or a client-facing role at a B2B SaaS company
Proven track record managing renewals and driving net revenue retention above 100%
Hands-on experience with a CS platform (Gainsight, ChurnZero, Vitally) and Salesforce
Comfortable reading product usage data and building data-backed business reviews
Strong executive communication skills; able to run meetings with VP and C-level stakeholders
Bachelor's degree in business, a technical field, or equivalent practical experience
Bonus: experience with API-first products, technical integrations, or working with developer-focused customers