Customer Success Manager (CSM)
Core
Own a named book of professional-services customers, driving adoption, value realization, renewals, and expansion to maximize Gross and Net Dollar Retention.
Role type
Senior Customer Success Manager (B2B SaaS)
Builds
Adoption of professional services automation platform for agency profitability
Domain
Professional Services Automation (PSA) / SaaS
Required skills
B2B SaaS account management, commercial negotiation, agency operations knowledge, data-driven retention strategies, executive relationship management, product adoption planning
Preferred skills
Professional services industry experience, HubSpot/Salesforce proficiency, AI tool usage, playbook innovation
Technologies
HubSpot, Salesforce, PSA platforms
Responsibilities
Lead strategic Executive Business Reviews to demonstrate ROI; manage full customer lifecycle from onboarding to renewal; identify and drive expansion revenue; map client workflows to platform capabilities; advocate for product improvements based on client feedback.
Seniority
Senior, hands-on IC
