Customer Success Manager

Must-Have Skills

• B2B SaaS
• New Product Implementations
• Renewals
• Customer Success Management
• Customer Onboarding
• Stakeholder Management
• Account Management
• Product Adoption
• Retention & Churn Management

Key Responsibilities

• Own the end-to-end customer success journey, from onboarding and implementation through adoption, ongoing engagement, renewal, and expansion.
• Manage a portfolio of B2B SaaS customers, developing strong relationships with key decision-makers, business users, and operational stakeholders.
• Lead new product implementations, working closely with customers and internal teams to understand requirements, define timelines, coordinate activities, and ensure successful go-live.
• Develop implementation and onboarding plans aligned with customer objectives and business requirements.
• Drive product adoption by identifying usage gaps, conducting regular reviews, and educating customers on relevant product capabilities.
• Establish trusted relationships with senior customer stakeholders and serve as the primary point of contact for strategic accounts.
• Proactively identify customer risks, address challenges, and coordinate with Product, Engineering, Support, Sales, and Operations teams to resolve issues.
• Own the renewal process, ensuring customers realize measurable value from the product and maintaining strong engagement ahead of renewal cycles.
• Monitor account health, customer satisfaction, product usage, renewal timelines, and other relevant success metrics.
• Conduct regular business reviews and provide customers with insights, recommendations, and product updates.
• Identify opportunities for account growth, cross-sell, and upsell in partnership with the Sales team.
• Gather customer feedback and translate it into actionable insights for internal Product and Business teams.
• Maintain accurate customer records, implementation plans, success plans, and account information in relevant CRM and customer success platforms.

Good-to-Have Skills

• Team Lead / Team Management experience
• Experience managing or mentoring Customer Success Managers or Account Managers
• Exposure to SaaS implementation or project management methodologies
• Experience working with enterprise or mid-market customers
• Familiarity with CRM and customer success platforms
• Experience handling complex escalations and cross-functional projects

Ideal Candidate

The ideal candidate is a proactive customer advocate with 6–12 years of experience, including substantial experience in B2B SaaS customer success. You should be comfortable managing complex implementations, engaging senior stakeholders, owning renewal conversations, and coordinating multiple internal teams.