About The Role
The role owns retention and growth for a portfolio of B2B SaaS accounts post-sale, serving as the primary point of contact from onboarding through renewal and expansion.
This is a revenue-carrying position: customer success managers here directly influence NRR by driving product adoption, resolving escalations, and building expansion pipelines alongside account executives.
Key Responsibilities
Own a book of 20-30 mid-market and enterprise accounts, managing relationships from implementation through renewal
Drive onboarding and time-to-value for new customers, coordinating with solutions engineers and support teams
Build adoption plans tied to each customer's business goals and track usage, feature engagement, and health scores
Run quarterly business reviews that surface outcomes, ROI, and expansion opportunities for decision-makers
Identify and qualify upsell and cross-sell opportunities, handing warm expansions to sales or closing them directly
Manage renewals end-to-end, mitigating churn risk with proactive intervention plans
Maintain accurate records in Salesforce and Gainsight; feed product feedback and churn insights to product and revenue leadership
What We Are Looking For
3-6 years of customer success, account management, or consultative sales experience at a B2B SaaS company
Track record of owning renewals and hitting NRR, retention, or expansion targets
Strong technical fluency — comfortable learning APIs, integrations, and product architecture well enough to guide customers
Experience with Salesforce, Gainsight, or comparable CRM and customer-success platforms
Excellent presentation and stakeholder management skills across executives and end users
Bachelor's degree or equivalent practical experience
Bonus: experience in a high-growth startup, familiarity with SQL or dashboards (Looker/Tableau), or prior sales-engineering exposure