Customer Success Manager

Evlo AI; Austin (TX); On-site; USD 90,000 - 130,000; Full time

Job summary

Evlo AI is seeking a customer-success professional to own post-sale relationships for a B2B SaaS platform serving mid-market and enterprise customers. You will lead onboarding, adoption, renewals, and expansion while directly influencing net revenue retention.

You will manage a portfolio of 30–50 accounts, drive product adoption through structured onboarding, QBRs, and success plans, and work closely with account executives on upsell opportunities.

Qualifications

• 3–6 years of customer success, account management, or client-facing SaaS experience.
• Proven ability to manage renewals and expansion pipelines; familiarity with NRR, GRR, and churn metrics.
• Experience with CS platforms (Gainsight, ChurnZero, Totango) and Salesforce.
• Strong business acumen and ability to present to executives.
• Excellent written and verbal communication and presentation skills.
• Bachelor's degree in business, communications, or related field, or equivalent practical experience.
• Bonus: API/integration experience or SQL/BI tooling for customer reporting.

Responsibilities

• Own a portfolio of 30–50 accounts from onboarding to renewal.
• Drive product adoption via onboarding programs, QBRs, and success plans.
• Monitor health using usage data and feedback; manage risk with mitigation playbooks.
• Forecast renewal risk and expansion pipeline in Salesforce with 90+ day accuracy.
• Identify expansion opportunities and hand off upsell paths to AEs.
• Represent the voice of the customer to product/engineering.
• Develop references, case studies, and advocates for marketing and sales.

Skills

Executive QBRs

Communication

Account stewardship

Education

Bachelor's degree in business, communications, or related field

Tools

Gainsight

ChurnZero

Totango

Salesforce

Job description

About The Role

The role owns post-sale relationships for a B2B SaaS platform serving mid-market and enterprise customers, covering onboarding, adoption, renewals, and expansion.

About The Role

The role owns post-sale relationships for a B2B SaaS platform serving mid-market and enterprise customers, covering onboarding, adoption, renewals, and expansion. This is a revenue-carrying seat: CSMs directly influence net revenue retention by driving product adoption, mitigating churn risk, and identifying upsell opportunities in partnership with account executives.

Key Responsibilities

• Own a portfolio of 30-50 mid-market and enterprise accounts, serving as the primary point of contact from onboarding through renewal


• Drive product adoption through structured onboarding programs, QBRs, and success plans tied to each customer's business outcomes


• Monitor account health using usage data, NPS, and support signals in tools like Gainsight or ChurnZero; build and execute risk-mitigation playbooks for at-risk accounts


• Manage the renewal motion end-to-end, forecasting renewal risk and expansion pipeline in Salesforce with 90-day+ accuracy


• Identify and qualify expansion opportunities (seats, tiers, new modules) and hand off warm upsell paths to account executives


• Serve as the voice of the customer internally, feeding product feedback and friction points to product and engineering teams


• Develop customer references, case studies, and advocates that support marketing and new-logo sales motions

What We Are Looking For

• 3-6 years of customer success, account management, or client-facing SaaS experience with measurable retention or expansion outcomes


• Proven ability to manage renewals and expansion pipelines; familiarity with NRR, GRR, and churn metrics


• Hands-on experience with a CS platform (Gainsight, ChurnZero, Totango) and Salesforce


• Strong business acumen: comfortable leading executive-level QBRs and mapping product value to customer KPIs


• Excellent written and verbal communication with strong presentation skills


• Bachelor's degree in business, communications, or a related field, or equivalent practical experience


• Bonus: experience with technical products (APIs, integrations, data platforms), a background in sales or solutions engineering, or familiarity with SQL/BI tools for customer reporting