Client Success Manager

We are seeking a dedicated Customer Success Manager to lead the onboarding and ongoing relationship management of our B2B SaaS clients. This role focuses on ensuring a smooth transition from sales to success, aligning goals with clients, driving product adoption, and fostering long-term retention and expansion. The ideal candidate will be proactive in monitoring account health, delivering strategic insights, and advocating for customer needs within the organization. Strong communication skills and a data-driven approach are essential to effectively engage with executive stakeholders and contribute to continuous product and service improvements.

Key Responsibilities

Onboarding & Implementation
Lead the customer onboarding process to ensure a seamless transition from Sales to Success teams. Establish clear success criteria, goals, and key performance indicators (KPIs) with clients during kickoff meetings. Deliver tailored training sessions and provide best-practice guidance to accelerate time-to-value for end-users.

Relationship Management & Advocacy
Act as the primary point of contact for daily operations and strategic account discussions. Conduct regular Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs) to communicate performance, ROI, and value delivery. Serve as the internal voice of the customer to influence product roadmaps, feature development, and operational improvements.

Adoption & Account Health
Proactively monitor product usage, engagement metrics, and customer health scores to identify at-risk accounts early. Develop customized mitigation strategies to address low adoption or dissatisfaction before renewal deadlines. Share resources, feature updates, and best-practice frameworks to increase daily usage across client teams.

Retention & Expansion
Manage the customer renewal pipeline to meet or exceed retention targets. Collaborate with Sales and Account Executives to identify upsell, cross-sell, and account expansion opportunities. Gather client feedback, manage NPS and CSAT surveys, and convert satisfied clients into case studies, testimonials, or referral partners.

Required Qualifications

- 3–5+ years of experience in Customer Success, Account Management, Client Relations, or Business Development, preferably within B2B SaaS environments.
- Bachelor’s degree in Business Administration, Marketing, Communications, or a related field, or equivalent practical experience.
- Proficiency with CRM software such as Salesforce or HubSpot, and Customer Success platforms like Gainsight, ChurnZero, or Totango.
- Strong analytical skills with the ability to interpret account health metrics, usage data, and ROI figures to provide strategic recommendations.
- Exceptional verbal, written, and presentation skills, with the confidence to engage executive and C-suite stakeholders effectively.

Key Performance Indicators (KPIs)

- Net Revenue Retention (NRR): Revenue retained from existing clients, including expansions, upsells, and cross-sells.
- Gross Renewal Rate (GRR): Percentage of accounts renewing contracts, excluding growth.
- Customer Churn Rate: Percentage of clients or contract value lost over a specific timeframe.
- Customer Satisfaction & Health: Quantitative metrics measured via CSAT, NPS, and internal health scores.
- Time-to-Value (TTV): Duration for a new client to reach their first major milestone post-onboarding.

This role offers the opportunity to be a key driver in customer success and business growth by fostering strong client relationships and ensuring maximum value delivery.