Customer Success Manager

Who you are

• Demonstrate 5+ years of experience in Customer Success, Account Management, or strategic consulting within a SaaS environment
• Manage retention and growth metrics (Gross Revenue Retention/Net Revenue Retention) through high-inspect customer engagement
• Communicate complex concepts clearly to technical and non-technical audiences in written and verbal formats
• Deliver presentations effectively to end-users, executives, and large groups
• Apply consultative problem-solving skills to drive customer success and business outcomes
• Understand SaaS products and business models, with experience in Revenue Operations (RevOps) (sought after)
• Use Salesforce and other CRM or go-to-market systems
• Bring equivalent practical experience in enterprise customer management or strategic account planning
• Bring working familiarity with AI-assisted workflows, agentic tooling, or data automation, and genuine curiosity about where this space is heading

What the job involves

• Building and maintaining strategic multi-threaded relationships with enterprise stakeholders and executives, including RevOps leads and Go To Market engineers, to support their business goals
• Driving measurable customer outcomes by tracking KPIs, guiding platform adoption, ensuring return on investment realization, including outcomes unlocked by our MCP and CLI capabilities as customers mature
• Partner with Account Management to drive contract renewals, negotiations, and expansion opportunities by aligning customer needs with product capabilities and connecting adoption to executive-level business metrics with product capabilities
• Delivering tailored training, best practices, and strategic advisory to enable customer success and product adoption
• Developing expertise in data modeling, integrations, platform configuration, serving as each customer's most knowledgeable resource, fielding Tier 1–2 technical questions independently, partnering with CS Engineering on complex escalations
• Collaborating with Sales, Product, Marketing, and Support teams to create seamless customer experiences and inform product development

Benefits

• Work from home opportunities
• Retirement benefits
• My-Time-Off (MTO), an extended vacation policy
• Employee Stock Purchase Plan (ESPP) and Restricted Stock Unit (RSU) Equity Program plus Yearly stock grant for all employees
• Wellness and fitness reimbursement, wellness resources, Thrive Global wellness app, TaskHuman wellness coaching app
• Employee Assistance Program (EAP) including emotional support, financial resources and legal guidance
• Paid Parental Leave (both parents) 16 weeks paid leave (or statutory if more generous)
• Employer Matching of Charitable contributions up to $500 USD equivalent/year
• Annual Zoom Store Allowance
• Business Travel Accident Insurance