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Protocol Intelligence
Data-driven signals on your job's competitivenessPopular mid-level CSM title, 3–5 years range, metro hiring, and broad skillset make competition high.
Skills are transferable across SaaS and B2B software but SaaS domain experience is preferred, so medium sensitivity.
Explicit 3–5 years requirement and mandatory cross-functional CSM skills make shortlisting moderately strict.
Job Description
Structured overview of role & requirementsAbout This Role
Own and manage end-to-end relationship with assigned clients, including onboarding, implementation, training, adoption, and retention.
Drive resolution of customer issues to ensure high satisfaction and act as a trusted advisor to maximize ongoing value and growth.
Analyze customer success metrics (NRR, churn, CSAT/NPS), prepare documentation, and collaborate across teams to improve customer journey and engagement.
Minimum Requirements
3-5 years of experience in communications, marketing, sales, account management, or customer success.
Strong verbal and written communication, strategic planning, and project management skills.
Analytical and process-oriented mindset comfortable with cross-department collaboration in deadline-driven settings.
Work Experience Required: 3-5 years relevant experience.
Ideal Candidate Profile
Experience working in SaaS or B2B customer success or related functions with ownership of client relationships.
Demonstrated ability to act consultatively, collaborating with internal teams and external clients to resolve issues and optimize outcomes.
Skilled in analyzing customer success metrics and driving improvements based on data trends.