About The Role
The role owns post-sale relationships for a B2B SaaS platform: driving onboarding, adoption, renewal, and expansion for a portfolio of mid-market and enterprise customers.
The CSM is the customer's strategic partner and the internal voice of the customer, working directly with product, support, and sales to reduce churn and grow net revenue retention.
Key Responsibilities
Own a book of 20-40 accounts, managing the full lifecycle from onboarding through renewal and expansion
Run onboarding and enablement programs, including kickoff calls, training sessions, and success plans with measurable milestones
Monitor product adoption and health scores using tools like Gainsight or ChurnZero; proactively intervene on at-risk accounts
Lead quarterly business reviews (QBRs) with stakeholders and executives, presenting ROI data, usage trends, and roadmap alignment
Identify upsell and cross-sell opportunities and hand qualified expansion leads to account executives
Act as the escalation point for customer issues, coordinating with support and product teams to drive resolution
Maintain accurate records in Salesforce and contribute voice-of-customer insights to product and CS leadership
What We Are Looking For
3-6 years in customer success, account management, or client-facing roles at a B2B SaaS company
Proven record managing renewals and driving retention or net revenue retention targets
Hands-on experience with CS platforms (Gainsight, ChurnZero) and Salesforce or HubSpot
Strong presentation and stakeholder-management skills; comfortable running executive QBRs
Data-driven approach to adoption metrics, health scoring, and churn risk analysis
Bachelor's degree in business, a technical field, or equivalent practical experience
Bonus: experience with API-based or developer-focused products, technical onboarding, or a certification in customer success (CCSM)