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, driving product adoption, and fostering long-term partnerships that maximize customer value. The ideal candidate will be proactive in identifying risks, skilled in aligning client goals with measurable outcomes, and experienced in collaborating across teams to support retention and growth.

Key Responsibilities

Onboarding & Implementation:
Lead the customer onboarding process to ensure a seamless transition from Sales to Success. 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:
Serve 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. Represent the customer’s voice internally to influence product roadmaps, feature development, and operational improvements.

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

Retention & Expansion:
Manage the renewal pipeline to achieve or exceed retention goals. Collaborate with Sales and Account Executives to identify upsell, cross-sell, and expansion opportunities. Collect client feedback, manage NPS and CSAT surveys, and leverage satisfied customers as case studies, testimonials, or referral partners.

Required Qualifications

- 3 to 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 to provide strategic recommendations.
- Excellent verbal, written, and presentation skills, capable of engaging confidently with executive and C-suite stakeholders.

Key Performance Indicators (KPIs)

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

This role offers the opportunity to be a key driver of customer success and business growth by building strong client relationships and delivering measurable outcomes. If you are passionate about customer advocacy and have a strategic mindset, this position will allow you to make a significant impact.