About The Role
The role owns the post-sale relationship for a portfolio of B2B SaaS accounts: driving onboarding, adoption, renewals, and expansion across a technical product used daily by engineering and operations teams.
Customer success is a revenue function here. The role is directly accountable for net revenue retention, and works at the intersection of product, support, and sales to turn happy customers into referenceable advocates and expansion opportunities.
Key Responsibilities
Own a book of 15-25 mid-market and enterprise accounts, managing onboarding, adoption, and renewal cycles end-to-end
Build and execute account plans with clear success metrics, health scores, and expansion targets for each customer
Run quarterly business reviews with economic buyers and technical stakeholders, presenting usage data, ROI, and roadmap alignment
Drive product adoption through training sessions, enablement materials, and coordination with solutions engineers
Monitor product usage and engagement signals via tools like Gainsight or ChurnZero; proactively intervene on at-risk accounts
Identify and qualify upsell and cross-sell opportunities, partnering with account executives on expansion pipeline
Channel customer feedback to product and engineering, advocating for feature requests and roadmap priorities
What We Are Looking For
3-6 years of customer success, account management, or client-facing experience at a B2B SaaS company
Demonstrated ownership of renewal and expansion targets with measurable net revenue retention results
Comfortable discussing technical concepts (APIs, integrations, data workflows) with engineers and technical buyers
Hands-on experience with CS platforms (Gainsight, ChurnZero) and CRMs (Salesforce, HubSpot)
Strong presentation and executive communication skills; able to run QBRs and influence stakeholders at the VP level
Bachelor's degree or equivalent practical experience
Bonus: Experience in a high-growth startup, background in a technical domain (dev tools, data infrastructure, APIs), or familiarity with SQL and product analytics tools