Job description
We are a fast-growing SaaS company redefining how teams adopt and succeed with our platform. Weâre looking for a proactive Customer Success Manager in Austin, TX who can guide customers from onboarding to renewal, ensuring measurable value and long-term partnership.
In this role, you will partner with customers to understand goals, map success metrics, and drive product adoption. Youâll collaborate cross-functionally with Sales, Support, Product, and Professional Services to deliver exceptional outcomes.
We offer a compelling blend of career growth, customer empathy, and data-driven decision making. If youâre passionate about helping customers achieve maximum value and want to join a supportive, high-performance team, this is the role for you.
Responsibility
- Own end-to-end customer journey for a portfolio of accounts, from onboarding to renewal and expansion.
- Drive successful product adoption by creating onboarding plans, playbooks, and value milestones.
- Develop a deep understanding of customersâ goals and map them to measurable outcomes and KPIs.
- Proactively monitor health signals, usage data, and risk indicators to prevent churn and identify upsell opportunities.
- Collaborate with Sales, Product, and Support to ensure timely issue resolution and a seamless customer experience.
- Lead quarterly business reviews (QBRs) with executives to demonstrate value and secure renewals.
- Advocate for customers within the company, influencing product roadmap and feature prioritization based on feedback.
Qualification
- Bachelorâs degree or equivalent experience in business, tech, or related field.
- 3+ years of Customer Success, Account Management, or a related role in a SaaS environment.
- Strong communication and presentation skills with the ability to explain complex concepts to non-technical stakeholders.
- Experience with CRM and CS platforms (e.g., Salesforce, Gainsight, Zendesk) and data-driven decision making.
- Proven track record of reducing churn and driving expansions or upsell.
- Customer-centric mindset with strong problem-solving and critical-thinking abilities.
- Ability to manage multiple accounts with excellent time management and prioritization skills.