Customer Success Manager
$71,645–$121,164 year
On-siteAustin, Texas, United States
Job Summary
Own a portfolio of customer accounts with direct accountability for Net Revenue Retention (NRR) targets through retention, expansion, renewal performance, and churn mitigation. Develop strategic success plans aligned to customer business goals, driving value realization to increase adoption and maximize long-term account health. Lead proactive renewal planning and commercial engagement to reduce revenue attrition while identifying upsell and cross-sell opportunities with Sales. Proactively identify risks through health indicators and engagement trends, executing mitigation plans to protect revenue outcomes. Own end-to-end customer escalations, coordinating cross-functional stakeholders to restore confidence and drive timely resolution. Maintain disciplined account planning, CRM hygiene, and forecasting accuracy to ensure portfolio visibility. Partner closely with Product, Support, and Leadership teams to translate customer insights into actionable recommendations.
Required Qualifications
- 3–5 years of experience in Customer Success, Account Management, Customer Growth, Consulting, Ecommerce, Sales, or another customer-facing commercial role
- Experience managing a portfolio of customer accounts with accountability for customer outcomes including retention, renewals, adoption, growth, or revenue performance
- Demonstrated ability to build trusted customer relationships, influence stakeholders, and communicate effectively across all levels, including executive audiences
- Proven ability to identify risk, navigate escalations, and execute retention strategies to drive customer satisfaction and long-term value
- Strong understanding of customer lifecycle management, success planning, account strategy, and value realization
- Experience using customer insights, business metrics, and data analysis to inform decisions, prioritize actions, and improve outcomes
- Ability to manage competing priorities, solve problems proactively, and execute with urgency in a fast-paced, evolving environment
- Customer-first mindset with strong organizational skills, attention to detail, and a track record of following through on commitments
- Demonstrated ability to uncover opportunities for customer expansion and commercial growth through strategic engagement and partnership
- Exposure to Enterprise grade SaaS, ecommerce, or subscription-based environments
- Strong negotiation skills for driving renewals, securing expansions and protecting account value
- Comfortable learning new systems, adapting to change, and continuously improving ways of working
- Customer-first mindset with strong commercial acumen
- Ownership mentality with accountability to revenue and retention outcomes
- Ability to balance relationship management with business growth objectives
- Strong execution, prioritization, and problem-solving capabilities
- Skilled at influencing cross-functional teams and navigating complex customer environments
- Proactive operator who anticipates risk, drives action, and delivers measurable customer and business outcomes
Desired Qualifications
- Experience using Gainsight to manage customer engagement, health, and lifecycle activities
- Proficiency with Salesforce and Tableau for customer management, reporting, and data-driven decision making
- Experience operating in SaaS and technology-driven environments
- Familiarity with AI-powered productivity and workflow tools such as ChatGPT, Claude, or NotebookLM
- Understanding of ecommerce and adjacent industries, including digital commerce, retail, B2B, wholesale, manufacturing, and consumer goods
- Experience working with customer data, reporting, analytics platforms, and deriving actionable insights from business metrics
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