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Customer Success Manager
Job in
Atlanta, Fulton County, Georgia, 30383, USA
Listed on 2026-06-12
Listing for:
Scale.jobs
Full Time
position Listed on 2026-06-12
Job specializations:
-
IT/Tech
CRM System -
Business
CRM System
Job Description & How to Apply Below
About The Role
The Customer Success Manager (CSM) manages the post‑sales lifecycle for a portfolio of high‑growth enterprise SaaS accounts, focusing on driving product adoption, retention, and long‑term expansion. This role acts as a strategic advisor, bridging the gap between technical product capabilities and the specific business outcomes required by executive stakeholders.
The position requires a deep understanding of technical account management within the B2B software ecosystem. Success is measured by Net Revenue Retention (NRR), customer health scores, and the successful execution of joint success plans that ensure users realize continuous value from the platform.
Key Responsibilities- Execute structured onboarding for new enterprise clients, ensuring technical integration and initial value realization within the first 90 days.
- Conduct regular Executive Business Reviews (EBRs) to report on platform utilization, ROI metrics, and alignment with the client's strategic goals.
- Identify and mitigate churn risk by monitoring product usage data and health signals through tools like Gainsight, Churn Zero, or Salesforce.
- Partner with Account Executives to identify expansion opportunities, supporting the negotiation of upsells and contract renewals.
- Advocate for client needs by translating technical feedback and feature requests into actionable requirements for the Product and Engineering teams.
- Develop and maintain comprehensive Success Plans that outline key milestones, stakeholder maps, and technical roadblocks for every account.
- 3–6 years of experience in Customer Success, Account Management, or Sales within a B2B SaaS or technical environment.
- Proven track record of managing a book of business exceeding $1.5M ARR with high retention and expansion rates.
- Proficiency with CRM and CS software such as Salesforce, Gainsight, Hub Spot, or Zendesk.
- Ability to lead complex technical conversations with both IT administrators and C‑suite executives.
- Strong analytical skills with the ability to turn raw usage data into compelling narratives about business value.
- Bonus:
Experience in fintech or cybersecurity domains; certification in Project Management (PMP) or CS methodologies.
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