Manager - Customer Success - SaaS

We are seeking a Customer Success Manager with strong technical skills to join our team. The ideal candidate will be proactive, customer-obsessed, and capable of bridging the gap between business needs and technical solutions. You will play a key role in onboarding clients, driving adoption, ensuring retention, and uncovering growth opportunities

Key Responsibilities:

• Serve as the primary point of contact for customers post-sale, guiding them through onboarding, training, and adoption phases.
• Collaborate with customers to define success milestones and ensure timely achievement.
• Assist customers in setting up and navigating our SaaS platform, troubleshooting issues, and optimizing usage.
• Act as a liaison between customers and internal teams (technical, product, sales) to resolve concerns quickly and effectively.
• Monitor customer health metrics to identify risks and opportunities for upselling or cross-selling.
• Develop and deliver customer training sessions, guides, and educational materials.
• Gather customer feedback and work with the product team to influence the roadmap.
• Drive initiatives to reduce churn and increase customer lifetime value.
• Lead and manage a team of Customer Success Executives
• Promote best practices for maximizing product value

Key Responsibilities

• Serve as the primary point of contact for customers post-sale, guiding them through onboarding, training, and adoption phases.
• Collaborate with customers to define success milestones and ensure timely achievement.
• Assist customers in setting up and navigating our SaaS platform, troubleshooting issues, and optimizing usage.
• Act as a liaison between customers and internal teams (technical, product, sales) to resolve concerns quickly and effectively.
• Monitor customer health metrics to identify risks and opportunities for upselling or cross-selling.
• Develop and deliver customer training sessions, guides, and educational materials.
• Gather customer feedback and work with the product team to influence the roadmap.
• Drive initiatives to reduce churn and increase customer lifetime value.
• Promote best practices for maximizing product value.
  

Requirements:

• Experience: Minimum 2+ years as a Customer Success Manager or in a similar client-facing role in a SaaS or tech environment.
• Technical Skills: Hands-on experience with SaaS platforms; ability to understand APIs, integrations, and basic troubleshooting.
• Strong communication skills (written & verbal) with the ability to simplify complex concepts.
• Proven ability to build trust, manage expectations, and maintain long-term client relationships.
• Highly organized, accountable, and able to manage multiple customer accounts simultaneously.
• Experience in training users and delivering product demos.
• Bachelors degree in Engineering or a related technical field (preferred)

Nice to Have:

• Understanding of SaaS metrics like churn rate, NPS, and ARR.