Customer Success Manager

Evlo AI; Atlanta (GA); On-site; USD 90,000 - 150,000; Full time

Job summary

Evlo AI is seeking a Customer Success Manager to own retention, expansion, and long-term health for a portfolio of high-value SaaS accounts. You will act as the strategic advisor and technical point of contact to ensure customers realize platform ROI and navigate onboarding and adoption cycles.

You will collaborate with sales, product, and engineering to resolve escalations, monitor usage and health scores, and drive renewal forecasts.

Qualifications

• 3-6 years of B2B SaaS customer success, account management, or client-facing revenue experience.
• Demonstrated track record of meeting or exceeding retention and expansion targets.
• Proficiency with SaaS workflows, APIs, and data integrations.
• Excellent communication, negotiation, and executive presence skills.

Responsibilities

• Own retention, net revenue retention (NRR), and expansion opportunities across a designated book of SaaS accounts.
• Lead structured client onboarding, technical implementation reviews, and quarterly business reviews (QBRs).
• Monitor product usage data and health scores to mitigate churn risks and identify upsell opportunities.
• Partner with sales, product, and engineering teams to resolve escalated technical issues and relay customer feedback.
• Maintain CRM records of client interactions, renewal forecasts, and account health metrics.
• Educate clients on advanced product features, workflows, and industry best practices.

Skills

B2B SaaS

Account management

Retention strategy

Executive communication

Education

Bachelor's degree

Tools

Salesforce

HubSpot

Gainsight

ChurnZero

Job description

About The Role

About The Role

The Customer Success Manager owns retention, expansion, and long-term client health for a portfolio of high-value SaaS accounts.

The role serves as the strategic advisor and technical point of contact, ensuring customers fully realize platform ROI and navigate complex onboarding and adoption cycles.

Key Responsibilities

• Drive account retention, net revenue retention (NRR), and expansion opportunities across a designated book of SaaS accounts
• Lead structured client onboarding, technical implementation reviews, and quarterly business reviews (QBRs)
• Monitor product usage data and health scores to proactively mitigate churn risks and identify upsell opportunities
• Partner with sales, product, and engineering teams to resolve escalated technical issues and relay customer feedback
• Maintain meticulous CRM records of client interactions, renewal forecasts, and account health metrics
• Educate clients on advanced product features, workflow integrations, and industry best practices

What We Are Looking For

• 3-6 years of B2B SaaS customer success, account management, or client-facing revenue experience
• Demonstrated track record of meeting or exceeding retention, renewal, and expansion targets
• Strong technical aptitude with the ability to understand and explain SaaS workflows, APIs, and data integrations
• Exceptional communication, negotiation, and executive-presence skills
• Proficiency with modern CRMs (Salesforce, HubSpot) and customer success platforms (Gainsight, ChurnZero)
• Bonus: Bachelor's degree and prior experience in high-growth tech environments