Match Score
Against your primary resumeLogin to See Your Match Score
Create a free account or log in to unlock your CV match score across:
Protocol Intelligence
Data-driven signals on your job's competitivenessWell-funded startup, popular CSM role with global remit but senior requirement limits candidate pool.
Prefers SaaS customer-success and startup experience, limiting cross-industry transferability.
Explicit 10+ years and 4+ years CS experience plus startup track record required.
Job Description
Structured overview of role & requirementsAbout This Role
Develop and execute customer success playbooks focusing on renewals, QBRs/EBRs, churn and low health score accounts.
Engage strategically with large customers to drive adoption, retention, and expansion, and monitor key metrics like NRR, churn, and NPS.
Plan and implement initiatives to identify and improve product usage gaps across mid-market and enterprise segments, reporting insights to leadership.
Minimum Requirements
10+ years overall experience with at least 4 years in a customer success role, preferably in early-stage startups.
Experience with strategic and analytical thinking combined with strong communication and collaboration skills.
Data-driven approach with proven execution capability and stakeholder management experience.
Strong knowledge of customer success tools/technologies is a plus but not mandatory.
Ideal Candidate Profile
Experienced in managing complex customer accounts in B2B SaaS with ability to drive growth and retention.
Comfortable working in early-stage startup environments requiring hands-on execution and cross-functional collaboration.
Able to operate effectively with distributed teams and influence organizational change through initiative and creativity.