Customer Success Manager
Core
Drive product adoption, maximize customer value, and support retention for SaaS/technology customers through data-driven engagement and success planning.
Role type
Customer Success Manager (SaaS)
Builds
Customer success plans, adoption strategies, and value realization roadmaps
Domain
SaaS / Process Automation / Enterprise Software
Required skills
Customer success management, account planning, onboarding & enablement, stakeholder relationship building, data-driven insights, churn risk mitigation, expansion strategy, modernization planning, Salesforce proficiency
Preferred skills
Gong experience
Technologies
Salesforce, Gong
Responsibilities
Co-create and execute customer success plans aligned with lifecycle maturity; deliver telemetry-driven insights on adoption and usage to inform retention strategies; lead onboarding, training, and early adoption initiatives; build trusted relationships with users, champions, and operational leaders; track usage, health, and ROI to highlight business outcomes and flag risks; support renewal motions with data-driven value insights and risk mitigation plans; identify and drive expansion opportunities based on unmet use cases; surface modernization needs and support change management planning.
Seniority
Mid-level, hands-on IC
