Customer Success Manager
Core
Trusted partner to a defined portfolio of B2B SaaS customers, focusing on expansion, price increases, and renewals to drive GRR and NRR.
Role type
Mid-level Customer Success Manager (Expansion/Renewals)
Builds
Long-term partnerships and revenue retention for vertically focused B2B SaaS companies
Domain
B2B SaaS / Business Growth Services
Deliverable
client delivery
Required skills
Customer partnership, CRM/CS tools proficiency, renewal process execution, account forecasting, adoption monitoring, cross-functional collaboration
Preferred skills
B2B SaaS experience, price increase/expansion initiative management, CS metrics analysis (NRR, GRR, health scores), presentation skills
Technologies
Salesforce, HubSpot, Gainsight, ChurnZero, Totango
Responsibilities
Manage portfolio of small to mid-sized accounts for adoption and renewal; Monitor customer health metrics to identify risks; Execute renewal processes and forecasts; Identify expansion opportunities; Support standardized price increase programs; Develop Customer Success Plans; Conduct usage reviews and check-ins; Address adoption barriers; Maintain CRM documentation; Collaborate cross-functionally with Product, Marketing, and Support.
Seniority
Mid-level, hands-on IC