Customer Success Manager

Evlo AI; Austin (TX); On-site; USD 80,000 - 112,000; Full time

Job summary

Evlo AI is seeking a dedicated Customer Success Manager in Austin to own post-sale relationships for a B2B SaaS platform. You will drive onboarding, adoption, renewal, and expansion for a portfolio of mid-market and enterprise customers.

You will act as the customer’s strategic partner, collaborating with product, support, and sales to reduce churn and grow net revenue retention. A data-driven approach and strong stakeholder skills are essential.

Qualifications

• 3–6 years in customer success or related roles at a B2B SaaS company.
• Proven renewals and retention / net revenue retention targets.
• Experience with CS platforms and CRM tools (Gainsight, Salesforce, HubSpot).
• Strong presentation and stakeholder-management skills.
• Bachelor’s degree or equivalent practical experience.

Responsibilities

• Own a book of 20-40 accounts, managing onboarding through renewal and expansion.
• Run onboarding and enablement programs with kickoff calls and milestones.
• Monitor product adoption and health scores; intervene on at-risk accounts.
• Lead quarterly business reviews (QBRs) with ROI data and roadmap alignment.
• Identify upsell and cross-sell opportunities and hand expansion leads to AEs.
• Act as the escalation point for customer issues, coordinating with support and product teams.
• Maintain accurate records in Salesforce and share voice-of-customer insights to leadership.

Skills

Customer success

Account management

Stakeholder management

Data-driven

Executive communication

QBR facilitation

Education

Bachelor's degree in business or related field

Tools

Gainsight

ChurnZero

Salesforce

HubSpot

Job description

About The Role

The role owns post-sale relationships for a B2B SaaS platform: driving onboarding, adoption, renewal, and expansion for a portfolio of mid-market and enterprise customers.

The role owns post-sale relationships for a B2B SaaS platform: driving onboarding, adoption, renewal, and expansion for a portfolio of mid-market and enterprise customers. The CSM is the customer's strategic partner and the internal voice of the customer, working directly with product, support, and sales to reduce churn and grow net revenue retention.

Key Responsibilities

• Own a book of 20-40 accounts, managing the full lifecycle from onboarding through renewal and expansion
• Run onboarding and enablement programs, including kickoff calls, training sessions, and success plans with measurable milestones
• Monitor product adoption and health scores using tools like Gainsight or ChurnZero; proactively intervene on at-risk accounts
• Lead quarterly business reviews (QBRs) with stakeholders and executives, presenting ROI data, usage trends, and roadmap alignment
• Identify upsell and cross-sell opportunities and hand qualified expansion leads to account executives
• Act as the escalation point for customer issues, coordinating with support and product teams to drive resolution
• Maintain accurate records in Salesforce and contribute voice-of-customer insights to product and CS leadership

What We Are Looking For

• 3-6 years in customer success, account management, or client-facing roles at a B2B SaaS company
• Proven record managing renewals and driving retention or net revenue retention targets
• Hands-on experience with CS platforms (Gainsight, ChurnZero) and Salesforce or HubSpot
• Strong presentation and stakeholder-management skills; comfortable running executive QBRs
• Data-driven approach to adoption metrics, health scoring, and churn risk analysis
• Bachelor's degree in business, a technical field, or equivalent practical experience
• Bonus: experience with API-based or developer-focused products, technical onboarding, or a certification in customer success (CCSM)