Senior Customer Success Manager
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Job Description
Structured overview of role & requirementsAbout This Role
Own the entire customer journey from onboarding and activation to retention, renewals, and expansion in a B2B SaaS environment.
Build, lead, and scale the Customer Success team including hiring, coaching, and establishing CS processes and playbooks.
Drive retention metrics (logo churn, GRR, NRR), manage escalations with key accounts, and collaborate with Product and Sales to improve customer experience and product adoption.
Minimum Requirements
6–10 years of experience in B2B SaaS Customer Success with at least 2 years in team leadership.
Proven experience owning retention metrics such as churn, Gross Revenue Retention (GRR), and Net Revenue Retention (NRR).
Hands-on experience with customer onboarding, implementation, integrations, and CS/CRM tools like HubSpot, Freshdesk, or Gainsight.
Experience working with finance, accounting, or business users is a strong plus but not strictly mandatory.
Ideal Candidate Profile
Experienced leader who can balance strategic team building with hands-on involvement in critical customer conversations and escalations.
Strong commercial mindset with skills in renewals, expansion, and understanding customer value in SaaS B2B environments.
Comfortable working in fast-paced startups focused on scaling and evolving SaaS customer success processes and tech-enabled customer journeys.