Customer Success Manager II
Core
Own the end-to-end customer journey for strategic B2B technology/SaaS accounts, driving activation, adoption, retention, and expansion.
Role type
Senior IC Customer Success Manager
Builds
Customer success plans, adoption strategies, and scalable CS processes
Domain
B2B SaaS / Revenue Growth Intelligence
Required skills
Customer activation, adoption, retention, and expansion; Revenue ownership (ARR, renewals, churn, forecasting); B2B SaaS portfolio management; Stakeholder management; Data analysis and usage signal interpretation
Preferred skills
AI/GenAI/MCPs knowledge; Process-driven operational discipline; Cross-functional collaboration; Ambiguity management
Technologies
AI agents, GenAI, MCPs, GTM technology, data/technology intelligence
Responsibilities
Drive account activation and time-to-value; Proactively identify adoption gaps, risks, and expansion opportunities; Run business reviews and value/ROI discussions; Establish and improve scalable CS processes and playbooks; Serve as a subject-matter resource for newer CSMs
Seniority
Mid-Senior, hands-on IC