Nov
25
November 25, 2025 | Comments Off on Customer Success Manager
Overview
A high-growth B2B SaaS company is hiring a Customer Success Manager to own the post-sale revenue engine across a strategic enterprise customer base. This role is responsible for customer retention, expansion, renewals, and cross-sell motions - with a clear mandate to drive net revenue retention of 105-115%+.
You will design and execute scalable customer success workflows, including QBR frameworks, adoption and health scoring models, churn forecasting, and upsell identification. You'll play a critical role in optimizing the full customer lifecycle from onboarding through renewal.
This is a hands-on, high-impact role suited to a commercially focused CSM who excels in fast-paced, data-driven SaaS environments.
Key Responsibilities
Own customer retention, expansion, and renewal processes across a strategic enterprise portfolio.
Deliver consistent net revenue retention of 105-115%+.
Build and operationalize scalable CS playbooks, including QBRs, adoption tracking, and growth opportunity frameworks.
Develop and maintain customer health scoring models and churn risk indicators.
Partner with Product and Sales to drive product adoption, influence roadmap planning, and support cross-sell initiatives.
Forecast churn, expansion, and renewal revenue with accuracy.
Lead enterprise-level customer communications, including executive stakeholder management.
Contribute to the development and scaling of Customer Success operations as the company grows.