Customer Success Manager

About Your Role: 

We are seeking an experienced and results-oriented Customer Success Manager (CSM) to own, manage, and strategically grow a dedicated portfolio of our most valued customers. As a CSM, you will be the primary, trusted advisor responsible for driving product adoption, ensuring clients achieve measurable Return on Investment (ROI), and securing high-value renewals and expansions. This is a high-impact, client-facing role requiring a proactive approach, deep strategic thinking, and a proven ability to manage complex relationships within a fast-paced Software as a Service (SaaS) environment. You will play a critical role in strengthening our market presence by transforming satisfied customers into strong advocates and partners. This is a remote position.

Who You Are: 

• A Proven Professional: You have a minimum of 2 years of hands-on experience as a Customer Success Manager or in a similar strategic account management role within a B2B SaaS company.
• Strategic Relationship Builder: You are a skilled executive communicator who can develop deep, trust-based relationships with key stakeholders, including C-level executives and decision-makers.
• Value and ROI Focused: You are adept at identifying a customer's core business challenges and mapping our platform's capabilities directly to their measurable business outcomes.
• Growth Driver: You have a track record of driving higher net retention by identifying, scoping, and closing upsell and cross-sell opportunities within your assigned accounts.
• Data-Driven: You use customer usage data, health scores, and business metrics to inform your strategy, proactively address risks, and confidently present your findings in formal Executive Business Reviews (EBRs).

Your Typical Day:

• Strategic Account Ownership: Own the entire customer lifecycle for a dedicated book of business, from post-sales onboarding through renewal. Develop and execute detailed Customer Success Plans focused on business outcomes.
• Executive Business Reviews (EBRs): Prepare and lead quarterly or semi-annual EBRs with customer leadership to review strategic goals, demonstrate realized value and ROI, and present recommendations for maximizing future success.
• Risk Mitigation & Renewal: Proactively monitor customer health and adoption metrics. Lead all commercial conversations, including managing the entire renewal process (forecasting, negotiation, and closing) to secure long-term contracts.
• Expansion & Revenue Growth: Work closely with the Sales/Account Management team to identify, qualify, and build business cases for expansion opportunities (upsell/cross-sell) within your portfolio, driving increased Annual Recurring Revenue (ARR).
• Product Expertise & Advocacy: Maintain deep expertise in our platform and its use cases. Capture and synthesize critical customer feedback to influence internal product direction and champion successful customers for case studies and referrals.
• Schedule: The required working hours for this role are 9:00 AM–5:30 PM (GMT), Monday through Friday. Candidates must be willing and able to maintain this schedule on an ongoing basis.

Experience: 

• Minimum of 2+ years of professional experience as a dedicated Customer Success Manager (CSM) in a B2B SaaS environment is mandatory.
• Proven ability to own and manage a high-value book of business, consistently meeting or exceeding net revenue retention and expansion goals.
• Excellent presentation, negotiation, and written communication skills, with comfort engaging with senior-level executives.
• Strong analytical skills with the ability to interpret data (usage, campaign performance, ROI metrics) to build compelling business cases.
• Expertise in working with Customer Success Management platforms (e.g., Salesforce, HubSpot, Marketo) and comfort with reporting and presentation tools (Google Sheets/Docs/Slides).
• Proven track record of managing and expanding accounts within Marketing