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Sales$70,000 – $110,000
Customer Success Manager Job Description Template
A Customer Success Manager ensures customers achieve their desired outcomes with our product, driving retention, expansion, and advocacy. They build strong relationships with key accounts, lead onboarding, and proactively surface risks and expansion opportunities.
Responsibilities
- Onboard new customers and guide them to first value within the first 30 days
- Manage a portfolio of accounts, maintaining regular check-ins and business reviews
- Identify and mitigate churn risk through health scoring and early intervention
- Drive upsell and expansion conversations within existing accounts
- Act as the voice of the customer internally, surfacing product feedback and feature requests
- Maintain accurate account data in CRM and provide accurate retention forecasts
Requirements
- 2+ years of B2B SaaS customer success or account management experience
- Track record of maintaining high gross retention (>90%) across a book of business
- Strong relationship-building skills across multiple stakeholder levels
- Ability to deliver training, run QBRs, and navigate renewal negotiations
- Data-driven approach: comfortable using product analytics to drive conversations
Nice to Have
- Experience with HR, operations, or recruiting software
- Background using Gainsight, ChurnZero, or Totango
- Experience managing SMB and mid-market accounts simultaneously
Key Skills
GainsightSalesforceHubSpotOnboardingQBRsRetentionUpsellNPS
Typical Salary Range
$70,000 – $110,000
Varies by location and experience
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