Customer Success Manager

Job Summary

We are seeking a Customer Success Manager with 1–3 years of SaaS experience to manage customer accounts, drive product adoption, and ensure long-term customer satisfaction and retention. In this individual contributor role, you will be responsible for onboarding new customers, conducting regular check-ins, identifying growth opportunities, and proactively addressing risks.

Job Roles & Responsibilities

• Manage a portfolio of assigned customer accounts and be the primary point of contact.
• Onboard new customers and drive successful product adoption.
• Conduct regular check-ins, QBRs, and engagement calls.
• Track account health, usage metrics, and customer satisfaction.
• Identify expansion opportunities and support renewals/up-sells.
• Ensure timely issue resolution by coordinating with internal teams.
• Gather customer feedback and share insights with product & engineering.
• Maintain accurate records in CRM and success tools.
• Prevent churn through proactive engagement and success planning.

Cultural Expectations

• 1–3 years of experience in SaaS Customer Success / Account Management.
• Experience in managing accounts independently as an IC.
• Strong customer communication and relationship-building skills.
• Understanding of customer lifecycle, onboarding, retention & expansion.
• Hands-on experience with CRM or CSM tools (HubSpot, Salesforce, Gainsight, etc.).
• Ability to analyze customer data and usage metrics.
• Strong problem-solving skills and ownership mindset.

Hiring Process

• Interview with hiring manager to assess skills.
• interview with senior member from the team.
• Final interview with Tech Lead/CTO.