Customer Success Manager

Overview

A high-growth B2B SaaS company is hiring a Customer Success Manager to own the post-sale revenue engine across a strategic enterprise customer base.

This role is responsible for customer retention, expansion, renewals, and cross-sell motions — with a clear mandate to drive net revenue retention of 105-115%+.


You will design and execute scalable customer success workflows, including QBR frameworks, adoption and health scoring models, churn forecasting, and upsell identification.

You'll play a critical role in optimizing the full customer lifecycle from onboarding through renewal.


This is a hands-on, high-impact role suited to a commercially focused CSM who excels in fast-paced, data-driven SaaS environments.



Key Responsibilities


  • Own customer retention, expansion, and renewal processes across a strategic enterprise portfolio.




  • Deliver consistent net revenue retention of 105-115%+.




  • Build and operationalize scalable CS playbooks, including QBRs, adoption tracking, and growth opportunity frameworks.




  • Develop and maintain customer health scoring models and churn risk indicators.




  • Partner with Product and Sales to drive product adoption, influence roadmap planning, and support cross-sell initiatives.




  • Forecast churn, expansion, and renewal revenue with accuracy.




  • Lead enterprise-level customer communications, including executive stakeholder management.




  • Contribute to the development and scaling of Customer Success operations as the company grows.






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