Job brief
We are looking for a high-impact Customer Success Manager to join our growing team and lead our efforts in scaling and retaining our diverse portfolio of clients. In this role, you will act as a trusted advisor to key stakeholders, managing the full customer lifecycle while driving significant revenue growth through proactive engagement strategies. You will have the opportunity to influence our product roadmap, refine our customer-facing processes, and make a tangible impact on our company's bottom line. If you are a relationship-driven professional who thrives in a collaborative, metrics-oriented environment, we would love to hear from you.
Key highlights
- Manage a portfolio of high-value accounts, ensuring consistent achievement of net revenue retention and churn reduction targets.
- Execute quarterly business reviews (QBRs) to demonstrate platform value and align product functionality with client-specific business objectives.
- Develop and execute customized account growth plans that identify strategic opportunities for upselling and cross-selling product tiers.
- Analyze customer health metrics and usage data to proactively identify at-risk accounts and implement effective mitigation strategies.
What is a Customer Success Manager?
A Customer Success Manager is a specialized sales and account management professional dedicated to maximizing client value and long-term retention. By bridging the gap between product delivery and business goals, a Customer Success Manager ensures that every client achieves measurable ROI through the strategic adoption of software solutions. Their work is essential for securing recurring revenue, identifying expansion opportunities, and maintaining a competitive edge in high-growth B2B markets.
What does a Customer Success Manager do?
On a typical day, a Customer Success Manager conducts Quarterly Business Reviews (QBRs) to align product performance with client KPIs, manages renewals in Salesforce, and identifies expansion potential for cross-selling and upselling. They collaborate closely with product managers to relay user feedback, coordinate with technical support to resolve escalations, and monitor health scores to proactively mitigate churn. By orchestrating the client journey from onboarding through renewal, they ensure seamless service delivery and high customer satisfaction.
Key responsibilities
- Manage a portfolio of high-value accounts, ensuring consistent achievement of net revenue retention and churn reduction targets.
- Execute quarterly business reviews (QBRs) to demonstrate platform value and align product functionality with client-specific business objectives.
- Analyze customer health metrics and usage data to proactively identify at-risk accounts and implement effective mitigation strategies.
- Develop and execute customized account growth plans that identify strategic opportunities for upselling and cross-selling product tiers.
- Collaborate with the Product team to advocate for user requirements, ensuring that feature development directly addresses customer pain points.
- Maintain high-integrity data within Salesforce CRM, documenting every interaction, milestone, and renewal stage to provide accurate forecasting.
- Partner with Marketing to facilitate customer advocacy, including securing testimonials, case study participants, and references for future prospects.
- Streamline the renewal process by facilitating contract negotiations and working with legal and finance to finalize complex master service agreements.
Requirements and skills
- 3+ years of experience in customer success, account management, or consultative sales within a SaaS business environment.
- Expert-level proficiency in CRM software, specifically Salesforce or HubSpot, with a focus on pipeline management and reporting.
- Strong technical aptitude with the ability to provide high-level product demonstrations and troubleshoot complex user configuration issues.
- Proven track record of managing contract renewals and negotiation processes for portfolios exceeding $1M in annual recurring revenue (ARR).
- Bachelor’s degree in Business, Marketing, or a related field, or equivalent experience in client-facing technology roles.
- Professional certification such as CCSM (Certified Customer Success Manager) or similar industry-standard designations preferred.
- Exceptional ability to synthesize technical product data into compelling business narratives for C-suite and executive-level stakeholders.
- Demonstrated experience utilizing data visualization tools like Tableau, Looker, or Power BI to track and present account performance KPIs.
FAQs
What does a Customer Success Manager do on a daily basis?
A Customer Success Manager focuses on the health and growth of existing client relationships. Daily tasks involve monitoring usage analytics, conducting discovery calls for upselling, troubleshooting account escalations, and preparing data-driven reports for client leadership to ensure they are maximizing their investment in the product.
What is the difference between a Customer Success Manager and an Account Manager?
While both roles manage relationships, a Customer Success Manager is primarily focused on product adoption, user education, and long-term retention. Conversely, an Account Manager is often more transactionally focused on contract renewals and revenue generation, though in many modern SaaS companies, these responsibilities overlap significantly within the Customer Success function.
What key skills are required to become a successful Customer Success Manager?
Successful candidates require a blend of analytical data skills, technical software literacy, and high-level interpersonal diplomacy. Proficiency in tools like Salesforce, Slack, and Zoom is essential, alongside the ability to manage complex project timelines and articulate ROI to diverse stakeholders ranging from end-users to executive decision-makers.
Why is the Customer Success Manager role important for SaaS companies?
In a subscription-based economy, revenue growth is driven primarily by retention and expansion rather than just initial acquisition. A Customer Success Manager is vital because they ensure users derive consistent value, which lowers churn rates, builds brand loyalty, and turns existing clients into long-term partners who contribute to sustainable recurring revenue.