Customer Success Manager
Core
Guide enterprise customers through onboarding, adoption, optimization, and long-term value realization for complex SaaS solutions, acting as a trusted advisor connecting customer objectives with measurable outcomes.
Role type
Senior Customer Success Manager (Enterprise SaaS)
Builds
Customer success plans, adoption strategies, governance models, and executive reviews for complex SaaS implementations.
Domain
B2B SaaS, Enterprise Software, Contract Lifecycle Management (CLM), AI-enabled software
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Enterprise onboarding leadership, post-go-live adoption management, contract lifecycle management, executive stakeholder management, risk mitigation, cross-functional collaboration, AI-enabled software adoption, SaaS integration patterns understanding
Preferred skills
CLM or adjacent legal/procurement/CRM/ERP technologies, contract management/legal operations, customer success platforms (Planhat, Gainsight, Zendesk, Jira, Azure DevOps), Life Sciences industry experience
Technologies
Planhat, Gainsight, Zendesk, Jira, Azure DevOps, Microsoft Office
Responsibilities
Own the post-implementation customer journey including onboarding readiness, adoption, health, retention, and renewal support; Lead onboarding and post-go-live programs coordinating stakeholder alignment and transition to steady-state; Develop customer success plans connecting business objectives with product capabilities; Advise customers on contract lifecycle management best practices; Monitor adoption and health indicators to identify risks and coordinate recovery; Lead customer health reviews and strategic sessions; Support organizational change management and sustained product adoption; Partner with Account Management on renewals and expansion; Collaborate with cross-functional teams to resolve dependencies; Represent the voice of the customer to improve success playbooks and programs
