Job Title
Customer Success Manager
Company Overview
[Company Name] is a [SaaS / technology / professional services] company serving [customer segment]. We have grown our customer base to [X] accounts and are hiring our next CSM to drive retention, expansion, and long-term customer value.
About the Role
We are looking for a proactive Customer Success Manager to own a portfolio of [X] accounts with a combined ARR of approximately $[X]M. You will serve as the primary post-sale relationship owner, ensuring customers achieve their desired outcomes, renew contracts, and expand usage over time. This role partners closely with Sales, Product, and Support and reports to the [Head of Customer Success / VP Customer Experience].
Key Responsibilities
- Own a book of [X] accounts and serve as the primary point of contact throughout the customer lifecycle
- Conduct structured onboarding for new customers, ensuring rapid time-to-value within the first 90 days
- Run regular business reviews (QBRs/EBRs) with key stakeholders to assess health, progress, and expansion opportunities
- Monitor customer health scores and proactively intervene with at-risk accounts before churn becomes likely
- Identify, qualify, and close upsell and cross-sell opportunities within existing accounts
- Collaborate with Support to resolve escalated technical issues quickly and without customer friction
- Gather and relay product feedback from customers to the Product and Engineering teams
- Maintain accurate account data, health scores, and renewal forecasts in the CRM and CS platform
- Build multi-threaded relationships across customer organizations — champion, economic buyer, and end users
- Develop and share best-practice playbooks for onboarding, adoption, and expansion across the CS team
Required Qualifications
- 2–4 years of experience in Customer Success, Account Management, or a client-facing post-sale role
- Proven track record of meeting or exceeding net revenue retention (NRR) and renewal targets
- Strong communication and presentation skills — comfortable engaging C-suite stakeholders
- Experience with a CS platform (Gainsight, ChurnZero, Totango, or equivalent)
- Ability to manage 20–40 accounts simultaneously with structured prioritization frameworks
- Data-driven mindset — comfortable using health dashboards and usage analytics to drive proactive action
Nice to Have
- Experience in [specific vertical: SaaS, fintech, healthcare tech, HR tech]
- Familiarity with Salesforce or HubSpot CRM for opportunity and renewal tracking
- Experience managing enterprise accounts ($100K+ ARR) and multi-year contract renewals
- Background in implementation, solutions consulting, or technical onboarding
What We Offer
- Base salary: $72,000–$90,000 + variable bonus tied to NRR and expansion targets
- Full health, dental, and vision benefits plus 401(k) with company match
- 20+ days PTO and flexible remote / hybrid work arrangements
- CSM certification reimbursement (Gainsight Pulse, SuccessHACKER) and annual conference budget
- Clear career path to Senior CSM, CS Manager, or Strategic Accounts within 18–24 months
Salary Range
$72,000–$95,000 base + variable (US 2026 benchmark); total compensation typically $85,000–$130,000 for mid-level CSMs