Customer Success Manager
Core
Own post-sale relationships for a portfolio of B2B SaaS customers, driving product adoption, retention, and Net Revenue Retention (NRR) by acting as a trusted advisor.
Role type
Senior Customer Success Manager (B2B SaaS)
Builds
Customer retention, renewal strategies, and mutual success plans
Domain
B2B SaaS
Required skills
B2B SaaS customer success, portfolio management, renewal strategy, risk mitigation, stakeholder engagement, business acumen, analytical problem-solving, cross-functional collaboration
Preferred skills
Direct accountability for renewal/retention metrics, enterprise account management, at-risk customer retention, executive business reviews, multi-product SaaS knowledge
Responsibilities
Build and maintain strong relationships across customer organizations; Own customer portfolio health, adoption, and renewal readiness; Develop and execute Mutual Success Plans; Lead strategic customer engagements and value conversations; Partner with Sales and cross-functional teams on account strategies; Prioritize actions using customer signals to address at-risk accounts
Seniority
Senior, hands-on IC