Customer Success Manager

We are looking for a results-driven and customer-centric Customer Success Manager to join our SaaS team. You will own the post-sale relationship with a portfolio of customers, ensuring they gain maximum value from the platform and achieve their business goals.

This role combines relationship management, strategic thinking, and a deep understanding of SaaS customer needs. Your success will directly impact customer satisfaction, retention, and expansion.

Key Responsibilities:

• Lead customer onboarding, ensuring smooth implementation and early success
• Build strong, trusted relationships with key stakeholders and users
• Monitor product usage and customer health; proactively address risks or low engagement
• Drive adoption of core features through training, enablement, and regular check-ins
• Conduct QBRs (Quarterly Business Reviews) to align on goals, share insights, and uncover new opportunities
• Collaborate with Sales to identify and support upsell/cross-sell opportunities
• Act as a customer advocate within the company, sharing feedback with Product and Support
• Maintain accurate customer records and engagement plans in CRM and CSM tools
• Contribute to help center content, onboarding materials, and customer success playbooks
  
  
  

Qualifications and Experience:

• Bachelor's degree or equivalent experience
• 6+ years of experience in Customer Success, Account Management, or related SaaS role
• Strong communication, relationship-building, and problem-solving skills
• Ability to manage multiple accounts and prioritize tasks in a fast-paced environment
• Experience working in a B2B SaaS company or startup environment
• Experience leading customer training or onboarding sessions
• Data-driven mindset — comfortable analyzing customer behavior and product usage metrics
• A collaborative, solution-oriented approach to working cross-functionally with Sales, Support, and Product teams