Customer Success Manager

Responsibilities

• Own a book of business of enterprise customers as the primary post-sale point of contact, including renewals and expansions.
• Lead customer onboarding, kick-off calls, project meetings, QBRs, and renewal discussions.
• Drive product adoption, business value realization, retention, and expansion.
• Identify upsell and cross-sell opportunities.
• Proactively address challenges, manage escalations, and maintain effective customer communications.
• Surface customer value through data, insights, and outcomes.
• Maintain accurate account health information and renewal forecasts.
• Collaborate cross-functionally with internal and external stakeholders.

Requirements

• Experience managing a book of business, including QBRs, onboarding, and renewals.
• Experience driving upsells and cross-sells and contributing to revenue growth.
• Prior technical experience or experience working with technical/IT stakeholders.
• Ability to explain technology credibly, deliver short product demonstrations, and configure business logic.
• Experience working with large customers in a SaaS or technology context.
• Excellent interpersonal, communication, and organizational skills.
• Proven ability to build lasting customer relationships and collaborate cross-functionally.

Compensation and Benefits

• $85,000–$128,000 annual salary.
• Flexible hours and a dedicated remote budget.
• Professional development stipend and six paid education days.
• Unlimited paid time off, paid sick leave, and paid public holidays.
• MacBook and other work technology.
• Remote team events and annual company-wide offsite.
• Health benefits.
• 401(k) contribution with up to 4% match.
• Equity options.