Location: On-site, Virginia, US

Role Overview

The Customer Success Manager (CSM) will be responsible for building strong, long-term relationships with enterprise clients, ensuring they achieve measurable value from the SaaS platform. You will act as a strategic partner, driving adoption, retention, and account growth. The role requires a blend of customer advocacy, business acumen, and technical understanding to deliver a best-in-class customer experience.

Key Responsibilities

• Serve as the primary relationship owner for assigned enterprise accounts.
• Lead customer onboarding, training, and adoption programs to ensure success.
• Drive renewals, retention, and expansion, meeting Net Revenue Retention (NRR) and churn targets.
• Conduct Quarterly Business Reviews (QBRs) and regular check-ins with senior client stakeholders.
• Proactively monitor customer health scores, product usage, and satisfaction to identify risks and opportunities.
• Collaborate with product, engineering, and support teams to resolve issues and escalate where needed.
• Identify and pursue upsell and cross-sell opportunities in collaboration with the sales team.
• Advocate for the customer internally, sharing insights and feedback with product and leadership teams.
• Maintain accurate records of customer interactions, renewals, and pipeline in CRM and success tools.
• Develop customer-facing resources (playbooks, FAQs, success guides) to enable scalable success.

Requirements

• Bachelor’s degree in Business, Marketing, IT, or related field.
• 4–6 years of experience in customer success, account management, or client engagement roles, preferably in SaaS or enterprise technology.
• Proven track record of owning renewals and expansions in B2B SaaS.
• Strong understanding of SaaS metrics (churn, NRR, adoption rate, customer health score).
• Excellent relationship management and communication skills, with experience presenting to senior stakeholders.
• Strong problem-solving and analytical skills with a customer-first mindset.
• Experience with CRM and customer success tools (Salesforce, Gainsight, HubSpot, Totango, etc.).

Preferred Skills

• Experience in RegTech, fintech, or compliance SaaS.
• Ability to manage enterprise customers with complex compliance processes and multiple stakeholders.
• Exposure to enterprise SaaS contract negotiations (renewals, upsells).
• Ability to work cross-functionally in a global, fast-paced environment.