Customer Success Manager
Core
Own post-sale relationships for a portfolio of B2B SaaS customers, driving product adoption, retention, and Net Revenue Retention (NRR) by acting as a trusted advisor.
Role type
Senior Customer Success Manager (B2B SaaS)
Builds
Customer retention, renewal strategies, and mutual success plans
Domain
B2B SaaS
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
B2B SaaS customer success, portfolio management, renewal strategy, risk mitigation, stakeholder engagement, business acumen, analytical problem-solving, cross-functional collaboration
Preferred skills
Direct accountability for renewal/retention metrics, enterprise account management, at-risk customer retention, executive business reviews, multi-product SaaS knowledge
Responsibilities
Build and maintain strong relationships across customer organizations; Own customer portfolio health, adoption, and renewal readiness; Develop and execute Mutual Success Plans; Lead strategic customer engagements and value conversations; Partner with Sales and cross-functional teams on account strategies; Prioritize actions using customer signals to address at-risk accounts
Seniority
Senior, hands-on IC