Customer Success Manager
Listed on 2026-08-29
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Sales
Customer Success Management, Account Manager, Client Relationship Management, B2B Sales
About the Role
As a Customer Success Manager you will own a portfolio of Jisr s Mid-Market and SMB customers serving as their trusted point of contact from post-activation through renewal You are accountable for retention adoption and satisfaction across your accounts executing structured engagement plans leading QBRs and health checks spotting risk and expansion signals early and ensuring every customer in your book achieves measurable value from Jisr This role is important for protecting Gross and Net Revenue Retention supporting expansion within your accounts and acting as the voice of the customer back into Product Activation and Support
ResponsibilitiesOwn a portfolio of Mid-Market and SMB accounts accountable for retention adoption and value realization across the customer lifecycle Build and execute account-level success plans tied to each customer s business objectives desired outcomes and KPIs Operate within the Customer Success Structure 2026
Share best practices and lessons learned from your accounts with fellow Customer Success Managers to raise the team s overall effectiveness Take part in enablement sessions and case-study reviews to strengthen your skills on relevant SaaS use cases
Accountable for Gross Retention Net Revenue Retention health scores and adoption metrics across your portfolio Execute QBRs health checks value reviews and renewal preparation cycles for every account in your book on cadence Proactively identify at-risk customers build structured save plans and drive recovery actions through to closure
Own end-to-end escalation management for accounts in your portfolio coordinating across teams until resolution and closing the loop with the customer Partner closely with Activation Support SMEs Product Sales and Finance to deliver a seamless customer journey across handoffs Provide structured customer feedback into Product and Operations to influence the roadmap and process improvements
Identify qualify and progress expansion opportunities and Customer Success Qualified Leads CSQLs within your accounts in partnership with Account Management Generate customer advocacy from your portfolio including references case studies testimonials and success stories Build and maintain executive-sponsor relationships with key stakeholders across your accounts to strengthen long-term partnership
Maintain accurate up-to-date account data health scores notes and forecasting in the CS tooling CRM CS platform Use product usage data health signals and adoption metrics to prioritize outreach build save plans and inform renewal forecasts Propose improvements to Customer Success processes playbooks and tools based on patterns observed across your portfolio
- Bachelor s degree in Business Management Technology or a related field
- 3 - 5 years of experience in Customer Success Account Management or related B2B SaaS roles
- Proven experience owning a portfolio of Mid-Market or SMB accounts in a B2B SaaS environment with accountability for retention
- Good understanding of retention models customer health scoring and value realization frameworks
- Experience working with Mid-Market or Enterprise customers preferably in HR Tech or ERP solutions
- Demonstrated ability to partner cross-functionally with Sales Product Activation and Support to drive customer outcomes
Qualifications and Experience Bachelor s degree in Business, Management, Technology, or a related field. 3 - 5 years of experience in Customer Success, Account Management, or related B2B SaaS roles. Proven experience owning a portfolio of Mid-Market or SMB accounts in a B2B SaaS environment, with accountability for retention. Good understanding of retention models, customer health scoring, and value realization frameworks.
Experience working with Mid-Market or Enterprise customers, preferably in HR Tech or ERP solutions. Demonstrated ability to partner cross-functionally with Sales, Product, Activation, and Support to drive customer outcomes.
- Customer Success account execution Portfolio management and renewal forecasting Retention adoption and advocacy programs Stakeholder communication and Q delivery Analytical thinking and KPI management Escalation handling negotiation and renewal conversations
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