Customer Success Manager

Role Overview

The Customer Success Manager is responsible for driving adoption, value realization, renewal, and expansion within a defined portfolio of customers. They will act as the primary post-sales relationship owner, orchestrating the right resources across Support, Product, Services, and Sales to ensure customers achieve their desired outcomes and view us as a strategic partner.

What You Will Do

Key responsibilities include owning customer health, retention, and risk management, building and maintaining customer success plans, proactively identifying renewal and churn risk, and surfacing and qualifying expansion opportunities.

Why It Might Be a Fit

The ideal candidate will have a proven track record managing a portfolio of mid-to-large-enterprise customers, delivering against retention targets, and understanding subscription/recurring revenue models. They will be able to engage confidently with technical and non-technical stakeholders and have excellent communication, presentation, and storytelling skills.

Requirements

• Experience in Customer Success, Account Management, Consulting, or similar customer-facing role in B2B SaaS/enterprise software.
• Proven track record managing a portfolio of mid-to-large-enterprise customers and delivering against retention targets.
• Strong understanding of subscription/recurring revenue models and the drivers of churn and expansion.
• Ability to engage confidently with technical and non-technical stakeholders (from admins to Director/VP level).
• Comfortable working with data and dashboards (usage, health, NPS/CSAT) and turning insights into clear actions.
• Excellent communication, presentation, and storytelling skills.
• Strong organization and time management, with the ability to prioritize across multiple accounts and workstreams.

Benefits

• Generous PTO & Holiday Schedule
• Parental Leave
• Progressive Healthcare Options
• Retirement Programs
• Opportunity for Education Reimbursement
• Commuter Offset (Specific locations)