Customer Success Manager

About the Role
We're looking for a Customer Success Manager to own the post-sales journey for our enterprise customers — from onboarding through renewal and expansion. You'll be the trusted advisor for stakeholders ranging from QA Engineers to CIOs and CTOs, driving adoption, retention, and growth across a portfolio of strategic accounts.
Key Responsibilities

• Account Ownership — Manage a portfolio of enterprise customers as their primary point of contact throughout the lifecycle.
• Onboarding — Lead implementation kickoffs, define success milestones, and drive fast time-to-value.
• Adoption & Health — Monitor usage and health scores, run QBRs, and proactively address at-risk accounts to reduce churn.
• Executive Relationships — Build trust with senior stakeholders (CIOs, CTOs, VPs) and communicate ROI through business reviews.
• Renewals & Expansion — Partner with Sales to drive renewals, upsells, and cross-sell opportunities.
• Voice of the Customer — Capture feedback and feature requests, feeding insights into the product roadmap.
• Cross-Functional Collaboration — Work closely with Sales, Product, Engineering, and Support to resolve issues efficiently.
• Advocacy — Develop customer champions and secure references, case studies, and testimonials.
  
  

Required Qualifications

• 3–4+ years of experience in Customer Success, Account Management, or a related client-facing role.
• Proven experience working with enterprise-level customers/accounts.
• Strong stakeholder management and executive communication skills.
• Solid understanding of SaaS business models and customer lifecycle management.
• Excellent project management and organizational skills.
• Bachelor's degree in Business, Computer Science, Engineering, or related field (preferred).
  
  

Preferred Experience

• Background in AI platforms, software testing/QA, DevOps, or enterprise software.
• Familiarity with tools like Salesforce, HubSpot, Gainsight, Jira, or similar CS/CRM platforms.
  
  

Key Metrics You'll Own
Retention (GRR/NRR), Product Adoption, Renewal Rate, Expansion Revenue, CSAT/NPS.
Why Join Us
Work with leading enterprise organizations, directly influence product direction through customer insight, and grow with a fast-scaling, high-performing team.