Customer Success Manager - SaaS

The Customer Success Manager is a commercially-aware, relationship-led role within the Revenue org. This role owns a portfolio of accounts, ensuring customers realize measurable value from the Horizon platform(s) and other associated product lines. They protect gross revenue retention (GRR) and influence net revenue retention (NRR) through deep adoption and health management.

This role reports to Customer Success leadership within the Revenue organization. The Customer Success Manager owns account health, adoption planning, customer-success plans, Q  execution, value realization, and early churn-risk escalation across an assigned portfolio.

The role partners closely with Account Executives, who retain ownership of commercial strategy, pricing, renewals, expansions, cross-sells, and contracting. The Customer Success Manager supports those motions by ensuring customer value is demonstrated before renewal, surfacing risks early, identifying qualified expansion signals, and providing relationship and health context.

The Customer Success Manager is not a technical delivery or implementation owner. They coordinate SMEs, TPMs, Product, and integration resources on behalf of the customer, but technical execution, project delivery, roadmap commitments, and commercial commitments remain with the appropriate functional owners.

Customer Success leadership owns portfolio assignment, account tiering, success-plan standards, account-health methodology, escalation paths, and performance expectations for this role.

• Maintain account health scores across your portfolio; proactively identify and escalate accounts at risk of churn or contraction throughout their lifecycle.
• Builhttps://app.breezy.hr/app/c/skyspecs/positions/new/description#d and maintain multi-threaded relationships within customer organizations. This is not just the day-to-day contact, but economic buyers and operational stakeholders The Customer Success Manager must understand the customer’s actual operating workflow well enough to connect Horizon usage to measurable business outcomes. .
• Lead structured QBRs that demonstrate measurable value delivered against the customer's KPIs. For strategic or renewal-sensitive accounts, QBRs should be planned jointly with the AE. The Customer Success Manager owns the value narrative, adoption data, health insights, and success-plan progress; the AE owns commercial positioning and next-step commercial motions.
• Own the customer's success plan from onboarding handoff through the full contract lifecycle, updating it as the customer's priorities evolve. Build and maintain a customer-specific value narrative that connects Horizon usage, workflow improvement, and operational outcomes to the customer’s stated business objectives.
• Partner with the AE to ensure customers arrive at renewal conversations with value already clearly established. Surface risk signals early; do not let churn become visible only at renewal.

• Develop and execute adoption plans tailored to each customer's contracted scope, workflows, and success metrics.
• Track feature utilization against contracted scope; identify underutilized capabilities and create targeted enablement plans to close the gap.
• Understand the customer's broader systems architecture (ERP, CMMS, SCADA) and coordinate with SMEs and integration specialists to remove technical blockers to adoption (to be tracked in Sales Force or other platform).
• Establish and track customer-specific KPIs (e.g., turbines monitored per engineer, inspection-to-repair cycle time) and use these as the basis for ongoing success conversations (to be tracked in Sales Force or other platform).

• Ser…