Job Overview
We are hiring a Customer Success Manager (CSM) to own and grow relationships with [Company Name]'s key accounts. You will be responsible for driving product adoption, reducing churn, and ensuring customers achieve their desired outcomes. You are a trusted partner to your portfolio of customers — proactive, empathetic, and commercially savvy.
Key Responsibilities
- Own a portfolio of customer accounts and serve as their primary point of contact post-sale
- Drive product adoption through onboarding, training, and regular check-ins
- Conduct quarterly business reviews (QBRs) to review ROI and align on success goals
- Identify expansion and upsell opportunities within the account base
- Monitor customer health scores and proactively intervene to prevent churn
- Resolve escalations quickly and coordinate with product/engineering for complex issues
- Collect and relay customer product feedback to internal teams
- Renew contracts and negotiate terms with existing customers
Requirements & Qualifications
- 3+ years of customer success, account management, or implementation experience in B2B SaaS
- Proven track record of maintaining high renewal rates and driving NPS
- Strong communication, relationship-building, and executive presence
- Experience with CS platforms (Gainsight, ChurnZero, Totango) and CRM tools
- Data-driven approach to managing customer health and success metrics
Core Skills & Technologies
Customer Onboarding
Account Management
QBR Facilitation
Churn Prevention
Upsell & Expansion
Gainsight / ChurnZero
Executive Communication
Contract Renewal
Nice-to-Have Qualifications
- Domain expertise in HR technology or ATS software
- Salesforce CRM experience
- Experience managing enterprise accounts
What We Offer
- Competitive salary with renewal bonuses
- Career growth to Sr. CSM / CS Director
- Equity participation
- Health insurance
- Remote work flexibility