Customer Success Manager

About the role

We are seeking a Customer Success Manager to own the post‑sales journey for our enterprise customers, from onboarding through renewal and expansion. You will act as a trusted advisor to stakeholders ranging from QA Engineers to CIOs and CTOs, driving adoption, retention, and growth across a portfolio of strategic accounts.

Key responsibilities

• Account Ownership – Manage a portfolio of enterprise customers as the primary point of contact throughout the lifecycle.
• Onboarding – Lead implementation kickoffs, define success milestones, and drive fast time‑to‑value.
• Adoption & Health – Monitor engagement, satisfaction, and account health; run QBRs and proactively address at‑risk accounts.
• Executive Relationships – Build trust with senior stakeholders (CIOs, CTOs, VPs) and communicate ROI through business reviews.
• Renewals & Expansion – Partner with Sales to drive renewals, upsells, and cross‑sell opportunities.
• Voice of the Customer – Capture feedback and feature requests, feeding insights to internal teams.
• Cross‑Functional Collaboration – Work closely with Sales, Delivery, Engineering, Product, and Support to ensure issue resolution and successful outcomes.
• Client Advocacy – Develop strong relationships and secure references, case studies, and testimonials.

Required profile

• 3–4+ years of experience in Customer Success, Account Management, or a related client‑facing role.
• Prior experience in software services, IT services, technology consulting, staff augmentation, managed services, QA/testing services, or custom software development.
• Proven experience managing B2B and enterprise‑level clients within a services‑based business model.
• Strong stakeholder management and executive communication skills, especially with CIOs, CTOs, and VPs.
• Excellent project management, organizational, and cross‑functional coordination abilities.
• Bachelor’s degree in Business, Computer Science, Engineering, or a related field (preferred).

Required skills

• Salesforce
• HubSpot
• Gainsight
• Jira