Customer Success Manager Job Description

We are looking for a Customer Success Manager to own the post-sale relationship with our customers, ensuring they achieve meaningful value from our product. You will onboard new customers, drive adoption, identify expansion opportunities, and be the customers' primary advocate internally. You are empathetic, commercially minded, and passionate about customer outcomes.

Responsibilities

• Own the end-to-end customer relationship from onboarding through renewal and expansion
• Develop and execute tailored success plans aligned with each customer's business goals
• Drive product adoption and ensure customers are getting maximum value from our platform
• Conduct regular business reviews to demonstrate ROI and align on strategic priorities
• Identify at-risk customers early and lead proactive retention and remediation efforts
• Identify and close upsell and expansion opportunities within your account portfolio
• Serve as the voice of the customer internally, advocating for product improvements
• Track and report on portfolio health, NRR, and renewal forecast

Requirements

• 3+ years of customer success, account management, or client services experience
• Experience managing a portfolio of B2B software accounts
• Demonstrated ability to retain and grow revenue within a customer portfolio
• Strong relationship-building skills with stakeholders at all levels
• Excellent communication and presentation skills
• Ability to understand and convey technical product value to business stakeholders
• Proficiency with CRM and CS tools (Salesforce, Gainsight, ChurnZero, or similar)

Nice to Have

• Experience in HR tech, recruiting software, or workforce management
• Background in recruiting, talent acquisition, or HR
• Experience with enterprise customer success (500+ employee accounts)
• Familiarity with health scoring models and CS automation