Customer Success Manager

B2B SaaS platform with a growing customer base and a CS function that needs to scale. Churn is manageable but not where it should be, and expansion revenue from existing accounts is being left on the table. The Customer Success Manager will own a portfolio of accounts and be directly responsible for retention and growth within it.

• Managing a portfolio of B2B accounts — regular check-ins, health monitoring, and proactive outreach
• Owning onboarding for new customers and driving them to first value quickly
• Identifying at-risk accounts early and executing save plays before churn happens
• Spotting upsell and expansion opportunities and working with sales to close them
• Gathering product feedback from customers and routing it to the product team
• Maintaining accurate account data and activity records in the CRM

Experience in a SaaS customer success or account management role required. Strong communication skills and a proven track record of hitting retention targets. Performance bonuses tied to NRR and expansion metrics.