Customer Success Manager

Job Description

REQUIREMENTS

• 1–2 years of experience in a customer-facing role (Account Management, Sales, or Customer Success), preferably within a B2B SaaS or technology environment
• Basic understanding of SaaS financial metrics (Annual Recurring Revenue, Churn, Upsell) and experience with contract terminology
• Experience using Customer Relationship Management tools such as Salesforce and customer success platforms such as Gainsight
• Proficient in Google Suite
• Exceptional written and verbal communication skills in English; ability to manage high-volume call, email, and chat correspondence with professional Executive Presence

RESPONSIBILITIES

• Renewal Management: Own the end-to-end renewal process for assigned high-volume accounts, ensuring timely contract execution and maintaining high Gross Revenue Retention (GRR)
• Expansion Identification: Monitor account health and usage data to identify ready-to-buy signals, qualifying leads for upsells and passing them to sales team members
• Contract Administration: Manage the administrative side of the customer relationship, including processing amendments, handling billing inquiries, and ensuring CRM data integrity
• Downgrade Management: Assess, process, and accurately execute customer downgrade requests in alignment with policy, ensuring retention risks are identified, properly documented, and addressed through appropriate internal escalation or value-based conversations
• Internal Partnership: Work daily with a team of cross-functional team members to provide a unified customer experience. The CSM team will focuses on adoption and value programs
• Escalation Support: Act as the first line of defense for commercial escalations within the squad, coordinating with Finance and Legal to resolve obstacles to renewal
• Data Integrity: Maintain a “high bar” for CRM hygiene. Ensure all renewal dates, contact information, and commercial notes are updated in real-time to support accurate executive forecasting
• Process Improvement: Actively identify bottlenecks in the high-volume renewal process and propose automation or workflow changes to increase the squad’s efficiency
• KPI Performance: Drive relentless execution against team-based KPIs, including Net Revenue Retention (NRR), On-Time Renewal Rate, and Task Completion Speed

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