Customer Success Manager - Commercial
Manages a high-volume SMB and mid-market customer portfolio, leading renewals, adoption, retention, and expansion through scalable engagement programs. Requires 3–5 years of SaaS customer success, renewals, account management, or sales experience, plus familiarity with customer success platforms.
About the job
Responsibilities
- Manage a high-volume SMB and mid-market customer portfolio through post-sales touchpoints, prioritization, project management, and relationship building.
- Lead renewals, create and send renewal agreements at least 90 days in advance, negotiate contracts, and partner with Legal and Finance.
- Maintain an accurate rolling renewal forecast and communicate churn risks and growth opportunities.
- Identify and mitigate churn while uncovering upsell and cross-sell opportunities.
- Develop and execute programs and scaled playbooks that drive product adoption, retention, and expansion.
- Engage customers through scalable channels such as email and webinars.
- Analyze customer data to build engagement strategies and improve customer outcomes.
- Collaborate with Revenue, Product, Engineering, and Finance teams to share customer feedback and improve client experiences.
Requirements
- 3–5 years of experience in SaaS renewals, account management, customer success, or sales.
- Experience managing a high-volume book of business with 100 or more customers.
- Ability to manage multiple renewals per quarter with strong attention to detail.
- Ability to communicate with, present to, and influence customer stakeholders, including executives and C-level leaders.
- Experience developing lifecycle engagement and product-adoption programs.
- Track record implementing programmatic solutions and automation.
- Strong prioritization, problem-solving, numeracy, listening, negotiation, presentation, and written and verbal communication skills.
- Value-based selling skills and the ability to translate customer needs into personalized consultation.
- Comfort engaging with many customers across phone, email, webinars, and other channels.
- Data-driven approach and ability to iterate programs and continuously improve processes.
- Familiarity with Salesforce and ChurnZero or a similar customer success platform preferred.
- Marketing automation software and direct mail experience are a plus.
Compensation
- Base salary: $70,000–$80,000 annually.
- Variable compensation: $7,000–$12,500 annually.
- RSUs, perks, and competitive benefits.
Skills
Saas Renewals, Account Management, Customer Success, Salesforce, Churnzero, Lifecycle Marketing, Marketing Automation, Product Adoption, Customer Data Analysis, Renewal Forecasting, Contract Negotiation, Value-Based Selling, Program Automation, Webinars, Direct Mail
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