Customer Success Manager

Role Overview

Manage and grow enterprise customer relationships in the United States, focusing on adoption, retention, renewals, and revenue expansion.

What You Will Do

Act as a trusted advisor to enterprise customers, troubleshoot technical issues, and drive account expansion, upsell, and cross-sell.

Why It Might Be a Fit

The ideal candidate has 6+ years of customer-facing experience in SaaS companies, with at least 3 years managing enterprise customers.

Requirements

• Minimum 6 years of customer-facing experience in SaaS companies
• At least 3 years managing enterprise customers
• Experience in a high-growth startup or scale-up environment
• Proven ownership of customer relationships through adoption, retention, renewals, and expansion
• Experience managing a portfolio of enterprise accounts and driving measurable customer outcomes
• Hands-on experience working with APIs using Postman or a similar tool
• Ability to understand technical workflows and work effectively with Engineering, Data, AI, and Product teams
• Strong technical aptitude and ability to quickly learn complex products and become a subject matter expert
• Experience managing complex enterprise accounts with multiple technical and business stakeholders
• Ability to build relationships with senior stakeholders, including C-level executives
• Experience conducting QBRs and EBRs
• Ability to proactively monitor customer health and develop retention strategies
• Experience building business cases and demonstrating ROI
• Proven ability to drive expansion, renewals, upselling, and cross-selling in enterprise accounts
• Experience owning revenue retention and growth targets across a portfolio
• Strong commercial mindset
• Ability to develop long-term account strategies and identify risks and expansion opportunities
• Experience in B2B SaaS, ideally with highly technical products
• Background in AI/ML, data platforms, analytics, API platforms, developer tools, web technologies, or cloud infrastructure (preferred)
• Experience with technical customers and products involving data, engineering, AI, or complex integrations (preferred)

Benefits

• OTE (approximately 70% base, 30% variable, with some flexibility on a higher base)