Customer Success Manager - Boston

📋 Description

• Own post-sale relationships for a portfolio of enterprise accounts.
• Drive renewals and expansions; GRR ≥ 90% and NRR ≥ 105%.
• Lead monthly check-ins, semi-annual QBRs, and annual EBRs.
• Be primary escalation point and voice of the customer.
• Define customer-specific success metrics at contract start.
• Build stakeholder maps across IT Ops, Networking, and execs.

🎯 Requirements

• 5+ years in Customer Success or post-sale role in B2B software.
• Experience managing a portfolio of enterprise accounts.
• Renewal management experience with health and renewal metrics.
• Excellent written and verbal communication; strong follow-through.
• Proficiency with Salesforce CRM for pipeline management.
• Experience with Gainsight or similar CS platform.
• Ability to build stakeholder maps across IT Ops, Networking, and execs.
• Bachelor's degree required.

🎁 Benefits

• 401k and medical/dental coverage
• Total Rewards philosophy
• Comprehensive benefits package