Customer Success Manager

Job Summary

A company is looking for a Customer Success Manager to oversee the full customer lifecycle for a dynamic portfolio on the East Coast.

Key Responsibilities

• Own customer health, gross retention, and net dollar retention while preventing churn
• Design and lead onboarding and training programs for new accounts to ensure successful deployment and deep product adoption
• Build playbooks for common customer journeys and develop scalable programs to efficiently serve a growing customer base

Required Qualifications

• 5+ years of B2B SaaS experience in Customer Success, Account Management, or a similar role
• Startup experience, preferably at PLG companies managing transitions from self-serve to sales-assisted motion
• Proven ability to manage high-touch strategic accounts and scaled customer programs
• Data-driven approach to customer health with comfort discussing technical concepts
• Active AI user with the ability to articulate AI best practices to customers