Role Overview
We are seeking an experienced and customer-focused CSM to manage and grow relationships within our SMB and Mid Market segments. The ideal candidate will be responsible for driving customer retention, expansion, and overall satisfaction while ensuring long-term value realization for our clients.
Key Responsibilities
- Manage a portfolio of Mid-Market accounts, owning the complete customer lifecycle and individual book of business
- Drive renewals, improve Net Revenue Retention (NRR), and identify expansion opportunities
- Conduct MBRs/QBRs and lead strategic discussions with key stakeholders
- Develop and execute customer success plans focused on adoption, engagement, and measurable outcomes
- Monitor customer health and proactively identify risks; implement mitigation strategies to ensure retention
- Build strong, long-term relationships with customers and act as a trusted advisor
Required Qualifications & Skills
- Minimum 2-4 years of experience in Customer Success or related client-facing roles
- Proven track record of managing accounts in a B2B SaaS environment
- Strong experience in renewals, retention strategies, and revenue expansion
- Demonstrated ability to drive product adoption and customer engagement initiatives
- Excellent communication, presentation, and stakeholder management skills
- Strong analytical and problem-solving abilities with a proactive approach to risk identification
Preferred Candidate Profile
The ideal candidate will have a customer-first mindset with a strong ability to drive renewals, mitigate risks, and deliver long-term customer value. A strategic thinker with a hands-on approach to execution will thrive in this role.
