Customer Success Manager
Core
Strategic advisor for a portfolio of 40-60 Mid-Market SaaS customers, driving adoption, retention, and expansion through consultative guidance and AI-powered solutions.
Role type
Mid-Market Customer Success Manager (SaaS)
Builds
Customer success plans, adoption outcomes, and retention/expansion revenue for mid-market clients
Domain
SaaS / Customer Communication Platform
Required skills
Strategic advisory, onboarding leadership, customer health monitoring, escalation management, internal advocacy, AI tool adoption
Preferred skills
Lifecycle message design, multilingual communication (French/Russian/Spanish)
Technologies
Customer.io platform, AI tools
Responsibilities
Lead customer onboarding and guide to first measurable outcomes; Monitor health and spot adoption trends; Partner with Account Management for retention and expansion; Own end-to-end escalations; Advocate for customers internally; Drive AI adoption across portfolio
Seniority
Mid-level, hands-on IC
