Customer Success Manager (Mid Market/Enterprise)

📋 Description

• Own and manage a strategic book of business with executives and stakeholders
• Drive retention with a focus on expansion (GRR, NRR, upsell)
• Monitor health, engagement signals, and sentiment to mitigate churn
• Build strong relationships with key stakeholders to foster trust
• Drive product adoption and measurable customer outcomes
• Analyze usage and customer data to inform strategy

🎯 Requirements

• 5+ years in Customer Success or Account Management in SaaS
• Experience managing a book of business with retention and expansion metrics
• Proficiency in CRM systems (HubSpot preferred)
• Strong understanding of SaaS metrics, customer health, and indicators
• Ability to interpret product usage data and customer signals to drive outcomes
• Experience using Gong or Loom for customer communication and insights

🎁 Benefits

• Competitive pay and equity
• Unlimited PTO; minimum two weeks off per year
• Paid parental leave for all new parents
• Osano medical/dental/vision premiums covered
• Fully remote; work from anywhere in the U.S.
• MacBook and $600 for home workspace