Customer Success Manager

About The Role

The role owns a portfolio of mid-market and enterprise SaaS customers post-sale: driving onboarding, adoption, renewals, and expansion for a cloud data-integration platform used by engineering and analytics teams.

The work directly impacts net revenue retention. You will be the technical and strategic point of contact for customers, translating usage data into success plans and partnering with sales on upsell opportunities.

Key Responsibilities

• Own a book of 15-25 accounts, managing onboarding, adoption, renewal, and expansion through the full lifecycle
• Run customer QBRs and executive business reviews, presenting usage metrics, ROI analysis, and success-roadmap recommendations
• Monitor product health using Gainsight and internal dashboards; identify churn risk early and execute save plays
• Coordinate with product and engineering to triage technical escalations, API issues, and integration blockers
• Partner with account executives on expansion pipeline, building renewal forecasts and multi-year growth plans
• Build enablement resources — playbooks, onboarding guides, and usage reports — to scale best practices across the team
• Maintain accurate records of customer health, notes, and forecasts in Salesforce

What We Are Looking For

• 3-6 years in customer success, account management, or technical account management at a B2B SaaS company
• Experience managing renewals and expansion with a track record of hitting NRR or retention targets
• Strong technical fluency: comfortable discussing APIs, data pipelines, SQL, and integrations with customer engineering teams
• Hands-on experience with CS platforms and CRM tools (Gainsight, Salesforce, or similar)
• Excellent presentation and communication skills, including executive-level QBR delivery
• Bachelor's degree in a relevant field or equivalent practical experience
• Bonus: experience in data integration, analytics, or infrastructure software; familiarity with customer health scoring models or a customer-success certification (CCCM, Gainsight certs)