Standard Customer Success Manager Job Description
About [Company Name]
[Company Name] is a high-growth technology company on a mission to build products that empower modern teams. We value autonomy, rapid execution, and an inclusive culture where great ideas win.
About the Role
We are looking for an empathetic, proactive Customer Success Manager to guide enterprise customers through onboarding, maximize product adoption, and minimize churn.
Key Responsibilities
- Manage a portfolio of high-value customer accounts through onboarding, adoption, and ongoing renewals.
- Conduct structured Quarterly Business Reviews (QBRs) and executive check-ins to demonstrate measurable ROI.
- Monitor account health indicators, proactively identify churn risks, and execute retention action plans.
- Train client teams, create helpful onboarding guides, and champion customer feature requests to product teams.
- Identify expansion and upsell opportunities in collaboration with the account sales team.
Required Qualifications
- 2+ years of Customer Success, Account Management, or Client Relationship experience in B2B SaaS.
- Proven track record of maintaining high customer retention (Net Revenue Retention > 105%).
- Superb interpersonal, presentation, and written communication skills.
- Strong organization skills and ability to manage multiple client deadlines simultaneously.
- Experience using CRM and CS tools like Salesforce, Gainsight, HubSpot, or Zendesk.
Preferred Qualifications (Nice-to-Haves)
- Technical aptitude to troubleshoot customer workflows and API integrations.
- Experience working with enterprise-level procurement and contract renewals.
Benefits & Perks
- Competitive base salary + retention and renewal bonus.
- Comprehensive health benefits.
- Remote work environment with annual company retreats.
- Generous wellness and home office stipends.
- Paid time off and flexible scheduling.
Equal Opportunity Employer
[Company Name] is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees regardless of race, religion, color, gender, sexual orientation, or background.