Customer Success Manager

📋 Description

• Manage 30-35 Key/Enterprise customers with $5M-$7M ARR.
• Build trusted relationships across business and tech teams.
• Drive adoption, retention, and long-term growth.
• Partner with Account Executives on strategies, renewals, expansions.
• Lead Executive Business Reviews and health discussions.
• Monitor customer health and product adoption to spot risks/opps.
• Collaborate with Product, Eng, Support, PS, and Customer Advocacy.
• Primary contact for strategic engagements and escalations.
• Travel as needed to strengthen relationships and objectives.

🎯 Requirements

• 7-10 years in CS, TAM, Consulting, or SaaS.
• Experience managing Enterprise/Key SaaS portfolios.
• Proven retention, adoption, and growth track record.
• Experience with technical and business stakeholders, incl exec sponsors.
• Strong commercial mindset; renewals and expansion experience.
• Excellent communication, presentation, and relationships.
• Ability to juggle priorities across cross-functional teams.
• Strong SaaS CS practices and enterprise tech knowledge.

🎁 Benefits

• Hybrid position in downtown Boston; onsite Tue-Thu; regular travel.
• Comprehensive benefits: dental, medical, vision, disability, life.
• Flexible spending, commuter benefits, and wellness programs.
• Adoption and parental leave benefits.
• Inclusive, diverse workplace with equal opportunity.