GTM Customer Success Manager

Job Summary

Owning the entire customer journey from onboarding through renewal, the full-time GTM Customer Success Manager will be responsible for achieving 85% Gross Revenue Retention (GRR) and 110% Net Revenue Retention (NRR) while driving customer adoption and value in a remote B2B SaaS environment.

Key responsibilities

• Lead renewal conversations end to end, proactively mitigating churn risk and achieving retention targets
• Manage onboarding and implementation processes, ensuring smooth transitions from Sales and delivering effective training
• Drive customer adoption by monitoring usage, identifying growth opportunities, and advocating for best practices across the customer's sales and marketing tech stack

Required qualifications

• 3+ years of experience in Customer Success, Implementation, or Account Management within B2B SaaS
• Proven track record of managing renewals and achieving GRR/NRR metrics
• Hands-on proficiency with HubSpot and Salesforce, with an understanding of CRM architecture and data flow
• Experience in building workflows and configuring integrations for customers
• Strong project management skills and a customer-first mindset in a fast-paced startup environment