Customer Success Manager

About This Role

As a Customer Success Manager, you will manage a portfolio of B2B SaaS customers, ensuring they derive measurable value from products and achieve long-term success. The role involves proactive engagement, managing account health, and identifying opportunities for expansion and retention.

Responsibilities

• Own the post-sale customer relationship, acting as a strategic partner, advisor, and advocate for accounts
• Drive product adoption, user engagement, and business value across your portfolio
• Proactively manage customer health and create action plans to mitigate churn risk
• Use data to inform customer strategy, including CHS, usage trends, and key milestones
• Collaborate closely with Account Managers to support renewals and uncover expansion opportunities
• Collaborate with cross-functional teams (Onboarding, Product, Support, Marketing) to ensure a seamless customer experience
• Identify and communicate customer feedback internally to improve product and customer experience
• Maintain accurate tracking of customer activities, interactions, and health data in CRM
• Manage accounts across tiers, utilizing high-touch engagement and digital success tactics
• Educate customers on new features, product and roadmap updates, and best practices

Requirements

• 2+ years of experience in Customer Success in a B2B SaaS environment
• Thrive in customer-facing roles and able to build trust
• Resilient and comfortable with slow replies or tough questions
• Experience working with segmented customers, including longtail or digital-first success models
• Understand and comfortable working toward KPIs like Customer Health Score, retention, and churn mitigation
• Highly organized, detail-oriented, and consistent with CRM and task management
• Team player who communicates well and collaborates across departments
• Comfortable working remotely and open to occasional travel (4-6 times per year)

Qualifications

• 2+ years of experience in Customer Success in a B2B SaaS environment

Nice to Have

• Experience with Customer Success software (e.g., ChurnZero, Gainsight, Totango)
• Familiarity with the aviation or FinTech industry

Skills

* Required skills