About the Role:

We are looking for a proactive and customer-focused Customer Success Manager to join our growing team. In this role, you will own the post-sales customer journey and ensure customers realize maximum value from our SaaS platform. You will be responsible for driving onboarding, product adoption, customer engagement, renewals, and account growth while building strong relationships with business and technical stakeholders who have experience managing B2B SaaS customers, understand enterprise business challenges, and can act as a trusted advisor by aligning product capabilities with measurable business outcomes.

What You'll Do:

- Own the complete customer lifecycle, including onboarding, adoption, retention, renewals, and expansion.

- Build and maintain trusted relationships with enterprise customers, acting as their strategic advisor.

- Lead onboarding and product adoption initiatives to ensure customers achieve their desired business outcomes.

- Conduct Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs), presenting adoption metrics, ROI, product usage, and strategic recommendations.

- Drive Value Engineering engagements by understanding customer goals and demonstrating measurable business impact and ROI.

- Develop and execute customer success plans aligned with customer objectives and success metrics.

- Monitor customer health, product adoption, and engagement to proactively identify risks and prevent churn.

- Identify upsell and cross-sell opportunities and collaborate with Sales to drive account expansion.

- Partner closely with Product, Engineering, Support, and Implementation teams to resolve customer issues and improve the overall customer experience.

- Gather customer feedback and advocate for product enhancements based on customer needs.

- Maintain accurate customer records and account activities using CRM and Customer Success platforms.

What You'll Bring:

- 3-5 years of experience in Customer Success, Strategic Consulting, Account Management, or a similar client-facing role within a B2B SaaS company.

- Proven experience managing mid-market or enterprise customer accounts.

- Strong understanding of the complete customer lifecycle, including onboarding, adoption, retention, renewals, and expansion.

- Experience conducting Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs).

- Ability to demonstrate business value through ROI analysis, success metrics, and value realization initiatives.

- Strong stakeholder management skills with experience engaging both business and technical decision-makers.

- Good understanding of APIs, SaaS architecture, integrations, cloud platforms (AWS, Azure, or GCP), and enterprise technologies.

- Excellent communication, presentation, analytical, and problem-solving skills.

- Experience using CRM and Customer Success tools such as Salesforce, HubSpot, Gainsight, Totango, ChurnZero, or similar platforms.

Nice to have:

- Experience managing enterprise SaaS customers with annual recurring revenue (ARR) ownership.

- Exposure to Value Engineering or Strategic Consulting frameworks.

- Experience working in a fast-paced SaaS or product-based organization.