Customer Success Manager

Evlo AI; Boston (MA); On-site; USD 90,000 - 130,000; Full time

Job summary

Evlo AI is seeking a Customer Success Manager to own post-sale relationships for a portfolio of B2B SaaS customers. You will translate customer goals into onboarding plans, success milestones, and product feedback, partnering with solutions engineers, product, and sales.

You will lead onboarding, adoption, renewal planning, and executive communications, ensuring retention and expansion through data-driven reviews and strategic health metrics.

Qualifications

• 3-8 years of experience in customer success or related client-facing SaaS role.
• Experience managing a portfolio of B2B technology customers through onboarding, adoption, renewal, and expansion.
• Strong understanding of SaaS metrics including retention, churn, net revenue retention, and product adoption.
• Hands-on experience with CRM and CS platforms such as Salesforce, Gainsight, Vitally, or Catalyst.

Responsibilities

• Manage a portfolio of mid-market and enterprise SaaS accounts, including onboarding, adoption, renewal planning, and executive communication.
• Build success plans with defined business outcomes, milestones, health metrics, and mutual action plans.
• Lead recurring business reviews using product usage data, support trends, and customer ROI metrics.
• Identify churn and expansion signals and coordinate timely intervention plans.
• Partner with solutions engineering and product teams to resolve technical blockers (APIs, integrations, SSO, data workflows).
• Collaborate with account executives on renewals, cross-sell, and expansion while maintaining forecasts and CRM notes.
• Capture customer feedback, develop case studies and references, and communicate needs to stakeholders.

Skills

Customer success

Account management

Stakeholder management

Project management

Discovery

Presentation

Communication

SaaS metrics

CRM (Salesforce)

Data analysis

Education

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

Tools

Salesforce

Gainsight

Vitally

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, achieve 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, achieve measurable outcomes, and expand usage over time.

You will translate customer goals into onboarding plans, success milestones, and product feedback while partnering with solutions engineers, product, and sales. The role matters because retention, expansion, and customer advocacy depend on consistent execution after the contract is signed.

Key Responsibilities

• Manage a portfolio of mid-market and enterprise SaaS accounts, including onboarding, adoption, renewal planning, and executive communication
• Build success plans with defined business outcomes, implementation milestones, health metrics, and mutual action plans
• Lead recurring business reviews using product usage data, support trends, Salesforce reporting, and customer ROI metrics
• Identify churn and expansion signals through platforms such as Gainsight, Vitally, or Catalyst, and coordinate timely intervention plans
• Partner with solutions engineering and product teams to resolve technical blockers involving APIs, integrations, SSO, data workflows, and platform configuration
• Collaborate with account executives on renewals, cross-sell, and expansion opportunities while maintaining accurate forecasts and CRM notes
• Capture customer feedback, develop case studies and references, and communicate recurring product needs to internal stakeholders

What We Are Looking For

• 3-8 years of experience in customer success, account management, implementation, solutions consulting, or a related client-facing SaaS role
• Demonstrated experience managing a portfolio of B2B technology customers through onboarding, adoption, renewal, and expansion
• Strong understanding of SaaS metrics, including retention, churn, net revenue retention, product adoption, and customer health
• Hands-on experience with Salesforce or a comparable CRM, along with customer success platforms such as Gainsight, Vitally, or Catalyst
• Comfortable discussing technical concepts such as APIs, webhooks, data integrations, SSO, and analytics without requiring an engineering background
• Clear, concise communicator with strong discovery, presentation, stakeholder-management, and project-management skills
• Bachelor's degree in business, technology, communications, or a related field; Bonus: experience with enterprise SaaS, technical implementation, SQL or data analysis, and a background working with developers or IT teams