Customer Success Manager

Evlo AI; Boston (MA); On-site; USD 85,000 - 135,000; Full time

Job summary

Evlo AI is seeking a Customer Success Manager to own the post-sale relationship for a portfolio of B2B SaaS customers. You will guide technical and business stakeholders to adopt the platform, achieve measurable outcomes, and expand usage over time.

You will coordinate with sales, support, product, and engineering to remove adoption blockers, conduct executive business reviews, and protect recurring revenue while driving customer health and expansion.

Qualifications

• 3–6 years in customer success, account management, implementation, or SaaS consulting.
• Experience managing a portfolio of B2B technology customers with retention, adoption, renewals, or expansion responsibilities.
• Strong understanding of SaaS implementation, integrations, APIs, data workflows, or related concepts.
• Proficiency with Salesforce and customer-success platforms such as Gainsight, Catalyst, Totango, or ChurnZero.
• Excellent written and verbal communication, including ability to lead executive reviews and explain technical concepts to nontechnical stakeholders.
• Highly organized and analytical; able to manage priorities, interpret usage data, and create clear action plans.
• Bachelor’s degree in business, communications, information systems, or related field.
• Bonus: Enterprise software, SQL or data analysis, product-led growth, customer health scoring, expansion forecasting.

Responsibilities

• Manage a portfolio of mid-market and enterprise SaaS customers from onboarding through renewal and expansion.
• Build success plans, adoption milestones, executive business reviews, and renewal strategies tied to customer KPIs.
• Monitor product usage, health scores, support trends, and stakeholder engagement in CS platforms.
• Lead onboarding, training, workflow reviews, and technical enablement sessions for administrators and end users.
• Identify churn and expansion risks, develop mitigation plans, and surface growth opportunities to account executives.
• Coordinate escalations across support, product, and engineering while maintaining ownership, timelines, and customer communication.
• Maintain accurate CRM and customer-success records, including health updates, forecasts, meeting notes, and next steps.

Skills

Customer success

Account management

SaaS

Communication

Data analysis

Sales collaboration

Education

Bachelor’s degree in business, communications, information systems, or related field

Tools

Salesforce

Gainsight

Totango

ChurnZero

Catalyst

Job description

About The Role

The Customer Success Manager owns the post-sale relationship for a portfolio of B2B SaaS customers, helping technical and business stakeholders adopt the platform, reach measurable outcomes, and expand usage over time.

About The Role

The Customer Success Manager owns the post-sale relationship for a portfolio of B2B SaaS customers, helping technical and business stakeholders adopt the platform, reach measurable outcomes, and expand usage over time.

The role combines strategic account management with hands-on product guidance. You will translate customer goals into success plans, analyze product usage and health signals, and coordinate with sales, support, product, and engineering to remove adoption blockers and protect recurring revenue.

Key Responsibilities

• Manage a portfolio of mid-market and enterprise SaaS customers from onboarding through renewal and expansion
• Build success plans, adoption milestones, executive business reviews, and renewal strategies tied to customer KPIs
• Monitor product usage, health scores, support trends, and stakeholder engagement in Gainsight, Salesforce, or comparable systems
• Lead onboarding, training, workflow reviews, and technical enablement sessions for administrators and end users
• Identify churn and expansion risks, develop mitigation plans, and surface qualified growth opportunities to account executives
• Coordinate escalations across support, product, and engineering while maintaining clear ownership, timelines, and customer communication
• Maintain accurate CRM and customer-success records, including health updates, forecasts, meeting notes, and next steps

What We Are Looking For

• 3-6 years of experience in customer success, account management, implementation, or SaaS consulting
• Experience managing a portfolio of B2B technology customers with responsibility for retention, adoption, renewals, or expansion
• Strong understanding of SaaS implementation, integrations, APIs, data workflows, or other technical product concepts
• Proficiency with Salesforce and customer-success platforms such as Gainsight, Catalyst, Totango, or ChurnZero
• Excellent written and verbal communication, including the ability to lead executive reviews and explain technical concepts to nontechnical stakeholders
• Highly organized and analytical; able to manage competing priorities, interpret usage data, and create clear action plans
• Bachelor’s degree in business, communications, information systems, or a related field, or equivalent practical experience
• Bonus: Experience with enterprise software, SQL or data analysis, product-led growth, customer health scoring, and expansion forecasting