Customer Success Manager

Our client, a Series B B2B SaaS company headquartered in San Francisco, is hiring a Customer Success Manager to own a portfolio of mid-market and enterprise accounts. This is a hybrid role — three days a week in the SoMa office.

You'll own renewals and net retention for a book of 20–30 customers, partner closely with Sales and Product, and act as the executive sponsor for your accounts.

What you'll do

• Own a portfolio of 20–30 mid-market and enterprise customers, with full accountability for renewals and net revenue retention.
• Run quarterly business reviews with executive sponsors at each account.
• Build customer success plans that map to each customer's defined outcomes, and review progress monthly.
• Partner with Sales on expansion opportunities and with Product on the highest-impact feedback.
• Lead the response when an account shows risk — orchestrate cross-functional saves and document the post-mortem.

What you'll bring

• 3–6 years in Customer Success, Account Management, or post-sales at a B2B SaaS company.
• Demonstrated ownership of NRR or GRR for a meaningful book of business.
• Comfort with data — you can pull a usage report and turn it into a clear story.
• Strong written and verbal communication; comfortable presenting to VP- and C-level stakeholders.
• Hands-on experience with a CSM platform (Gainsight, Catalyst, Vitally, Planhat, or ChurnZero).

Nice to have

• Experience in our client's vertical or working with the customer segment.
• Working knowledge of SQL or a BI tool (Looker, Mode, Metabase).
• Background scaling a CS team — playbooks, hiring, motion design.

Skills relevant to this role

Account management, Renewals & expansion, QBRs, Salesforce, Gainsight or similar, Stakeholder management, Data storytelling

Our client is a profitable Series B B2B SaaS company building software for modern operations teams. The team works out of San Francisco with a hybrid culture — three days a week in the SoMa office, the rest from wherever.