Customer Success Manager; m​/f​/d

This position is based in Boston, US, with hybrid working options. Applicants must hold a valid work/residence permit for the respective location.

Chaos Cylindo is the leading 3D product visualization platform for furniture brands and retailers. We help companies create immersive, photorealistic experiences that elevate how products are discovered, customized, and purchased online. Now part of Chaos, a global tech leader in visualization, we’re changing the game in eCommerce and digital transformation — making buying furniture online as seamless and beautiful as the products themselves.

We are hiring a Customer Success Manager (Individual Contributor) to manage a portfolio of US accounts. This role is focused on retention, adoption, value realisation, and identifying expansion opportunities (commercially executed by Sales).

• Manage a defined portfolio of mid-market and enterprise accounts.
• Own the post-sale lifecycle: onboarding, adoption, value realisation and renewal.
• Build and execute structured Success Plans aligned to customer KPIs.
• Drive strong product adoption across Cylindo modules.
• Monitor account health, proactively manage churn risk and prepare renewal forecasts.
• Run regular business reviews with senior stakeholders.
• Identify upsell and cross-sell opportunities and qualify them for Sales.
• Coordinate cross-functionally with Sales, Product, Integration and Support teams.
• Deliver training and enablement to ensure customers achieve measurable outcomes.
• Capture customer insights to inform product and commercial strategy.

• 2-3 years experience in Customer Success, Account Management or similar SaaS role (ideally in the Mar Tech space).
• Experience managing renewals and protecting revenue.
• Commercially aware and comfortable discussing value.
• Strong stakeholder management skills.
• Data-driven and proactive.

• High Gross Retention Rate.
• Accurate renewal forecasting.
• Strong adoption across portfolio.
• Consistent identification of qualified expansion opportunities.
• Positive customer advocacy.

• Global company, scaling fast.
• At the intersection of 3D, SaaS, eCommerce, and design.
• Backed by innovation, creativity, and top-tier clients like Room & Board, Interior Define, Loaf, Swoon & more.
• Big growth, big vision, and a big opportunity to make your mark.

Only short-listed candidates will be contacted.

Confidentiality of all applications is assured.