Job Description

We are looking for a results-driven and customer-centric

Customer Success Manager

to join our SaaS team. You will own the post-sale relationship with a portfolio of customers, ensuring they gain maximum value from the platform and achieve their business goals.
This role combines relationship management, strategic thinking, and a deep understanding of SaaS customer needs. Your success will directly impact customer satisfaction, retention, and expansion.

Key Responsibilities:

+ Lead customer onboarding, ensuring smooth implementation and early success + Build strong, trusted relationships with key stakeholders and users
+ Monitor product usage and customer health; proactively address risks or low engagement
+ Drive adoption of core features through training, enablement, and regular check-ins
+ Conduct QBRs (Quarterly Business Reviews) to align on goals, share insights, and uncover new opportunities
+ Collaborate with Sales to identify and support upsell/cross-sell opportunities
+ Act as a customer advocate within the company, sharing feedback with Product and Support
+ Maintain accurate customer records and engagement plans in CRM and CSM tools
+ Contribute to help center content, onboarding materials, and customer success playbooks

Qualifications and Experience:

+ Bachelor's degree or equivalent experience + 6+ years of experience in Customer Success, Account Management, or related SaaS role
+ Strong communication, relationship-building, and problem-solving skills
+ Ability to manage multiple accounts and prioritize tasks in a fast-paced environment
+ Experience working in a B2B SaaS company or startup environment
+ Experience leading customer training or onboarding sessions
+ Data-driven mindset -- comfortable analyzing customer behavior and product usage metrics
+ A collaborative, solution-oriented approach to working cross-functionally with Sales, Support, and Product teams