Customer Success Manager responsible for improving partner metrics and collaboration with onboarding and management teams. Working with SaaS platforms for customer engagement and marketing solutions.
About the role
- Client Success Manager responsible for customer retention and account growth for SaaS offerings. Building relationships, upselling, and ensuring seamless post-sale experience with clients.
Responsibilities
- Serve as the primary post-sale contact for assigned clients, guiding them through onboarding and adoption.
- Represent the client’s voice internally to ensure consistent delivery and experience standards.
- In partnership with Account Managers, proactively manage renewals to maintain and improve customer retention and net revenue retention (NRR).
- Identify and execute upsell and cross-sell opportunities based on client needs and usage patterns.
- Collaborate with Sales and Marketing to develop account expansion strategies aligned with ARR goals.
- Conduct quarterly business reviews (QBRs) to assess progress, communicate ROI, and present opportunities for increased value.
- Assist new clients during onboarding to ensure successful implementation and adoption milestones are achieved.
- Partner with the Product team to relay client feedback and inform roadmap priorities.
- Analyze client health reporting metrics and engagement data to anticipate risks and drive proactive outreach.
- Maintain accurate records in CRM and Customer Success tools to forecast renewals and expansion revenue.
Requirements
- Bachelor’s degree or equivalent experience.
- 5+ years of experience in Customer Success, Account Management, or Strategic Sales within a SaaS environment.
- Proven record of driving renewals and expansion in subscription-based business models.
- Familiarity with CRM platforms and Customer Success platforms; experience with HubSpot and/or Vitally a plus.
- Experience in the Pharma/Life Sciences industry a plus
Benefits
- Competitive salary and benefits
- Ample paid time off – 5 weeks PTO (pro-rated in 1st year), 6 paid holidays plus winter break between 12/26 and 1/1
- Dynamic and convenient office location – unlimited snacks, casual dress code, covered parking and gym on site
- Open communication and a commitment to fostering teamwork across the organization
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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