Customer Success Manager
Job in
San Francisco, San Francisco County, California, 94199, USA
Listed on 2026-09-12
Listing for:
Jobtailor
Full Time
position Listed on 2026-09-12
Job specializations:
-
Business
Customer Success Management, Client Relationship Management
Job Description & How to Apply Below
- Serve as a trusted strategic advisor to revenue and revenue operations leaders, from Rev Ops managers to CROs
- Own the post go-live experience and partner with Solutions Architects and Implementation on a clean handoff
- Drive configuration refinements, workflow adjustments, and support escalations as customers use Roadrunner in production
- Plan and host Quarterly Business Reviews connecting product usage to business outcomes, quantifying ROI, and aligning executive stakeholders
- Monitor account health through usage data, stakeholder engagement, and support signals
- Proactively understand customer challenges, improvement areas, and account opportunities
- Identify expansion opportunities and partner with Sales to close them
- Channel structured customer feedback to Product and Engineering and set roadmap expectations
- Build the Q framework, including templates, ROI models, and executive narratives
- Design a customer health score using product usage, engagement, and support data and establish an action cadence
- Run the renewal motion end to end for a large-pipeline book of business
- 5-8 years in customer success, account management, or consulting at a B2B SaaS company, with a track record of owning retention and renewal targets for a book of business
- Experience managing the post-implementation lifecycle for a technical or configurable product, and comfort getting hands‑on with configuration alongside customers
- Demonstrated ability to build executive relationships and run compelling QBRs, including ROI narratives backed by data
- Strong commercial instincts: you've forecasted renewals, negotiated them, and driven expansion, not just handed opportunities to Sales
- A builder's mentality: you thrive in ambiguity and want to define how Customer Success works here, not inherit a playbook
- Willingness to travel to San Francisco during onboarding and periodically for customer or team events
- Experience with CPQ, deal desk, billing, or Rev Ops tooling (bonus)
- Early-stage startup background, especially as a founding or early CS hire (bonus)
Demonstrates expertise in customer success management, focusing on retention and renewal strategies for B2B SaaS products. Proficient in building executive relationships and conducting data‑driven Quarterly Business Reviews to drive business outcomes.
Highest-signal resume keywords- Customer Success Management
- Retention And Renewal Strategies
- Quarterly Business Reviews (QBRs)
- Data-Driven ROI Narratives
- Post-Implementation Lifecycle Management
- Account Management
- Configuration Management
- Workflow Adjustments
- Forecasting Renewals
- Negotiation Skills
- Strategic Advising
- Building Executive Relationships
- Problem Solving
- Adaptability
- B2B SaaS
- Customer Health Score
- Expansion Opportunities
- Customer Feedback
- CPQ
- Rev Ops Tooling
- Billing Systems
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