Customer Success Manager
Job in
Boston, Suffolk County, Massachusetts, 02298, USA
Listed on 2026-09-25
Listing for:
Evlo AI
Full Time
position Listed on 2026-09-25
Job specializations:
-
Business
Customer Success Management, Client Relationship Management, CRM Systems & Management
Job Description & How to Apply Below
About The Role
The Customer Success Manager owns the post-sale relationship for a portfolio of B2B SaaS customers, helping technical and business stakeholders adopt the platform, reach measurable outcomes, and expand usage over time.
AboutThe Role
The Customer Success Manager owns the post-sale relationship for a portfolio of B2B SaaS customers, helping technical and business stakeholders adopt the platform, reach measurable outcomes, and expand usage over time.
The role combines strategic account management with hands-on product guidance. You will translate customer goals into success plans, analyze product usage and health signals, and coordinate with sales, support, product, and engineering to remove adoption blockers and protect recurring revenue.
Key Responsibilities- Manage a portfolio of mid-market and enterprise SaaS customers from onboarding through renewal and expansion
- Build success plans, adoption milestones, executive business reviews, and renewal strategies tied to customer KPIs
- Monitor product usage, health scores, support trends, and stakeholder engagement in Gainsight, Salesforce, or comparable systems
- Lead onboarding, training, workflow reviews, and technical enablement sessions for administrators and end users
- Identify churn and expansion risks, develop mitigation plans, and surface qualified growth opportunities to account executives
- Coordinate escalations across support, product, and engineering while maintaining clear ownership, timelines, and customer communication
- Maintain accurate CRM and customer-success records, including health updates, forecasts, meeting notes, and next steps
- 3-6 years of experience in customer success, account management, implementation, or SaaS consulting
- Experience managing a portfolio of B2B technology customers with responsibility for retention, adoption, renewals, or expansion
- Strong understanding of SaaS implementation, integrations, APIs, data workflows, or other technical product concepts
- Proficiency with Salesforce and customer-success platforms such as Gainsight, Catalyst, Totango, or Churn Zero
- Excellent written and verbal communication, including the ability to lead executive reviews and explain technical concepts to nontechnical stakeholders
- Highly organized and analytical; able to manage competing priorities, interpret usage data, and create clear action plans
- Bachelor’s degree in business, communications, information systems, or a related field, or equivalent practical experience
- Bonus:
Experience with enterprise software, SQL or data analysis, product-led growth, customer health scoring, and expansion forecasting
To View & Apply for jobs on this site that accept applications from your location or country, tap the button below to make a Search.
(If this job is in fact in your jurisdiction, then you may be using a Proxy or VPN to access this site, and to progress further, you should change your connectivity to another mobile device or PC).
(If this job is in fact in your jurisdiction, then you may be using a Proxy or VPN to access this site, and to progress further, you should change your connectivity to another mobile device or PC).
Search for further Jobs Here:
×