Customer Success Manager

Jobtailor; Cypress (TX); On-site; USD 70,000 - 110,000; Full time

Job summary

Jobtailor is seeking an experienced Customer Success professional to own a portfolio of named and scaled accounts and drive Net Revenue Retention through retention, expansion, and renewals.

You will develop strategic success plans, implement scalable lifecycle programs, and partner with Sales to identify upsell opportunities while mitigating churn. Strong communication and data-driven decision making are essential.

Qualifications

• 3–5 years of experience in Customer Success, Account Management, or related roles.
• Experience owning a portfolio or book of business with retention/renewal outcomes.
• Experience with both high-touch and scaled, digital engagement.
• Proactively manage risk, escalations, and retention strategies.
• Strong understanding of lifecycle management and retention drivers.

Responsibilities

• Own a hybrid portfolio of named and scaled accounts with accountability for Net Revenue Retention targets.
• Develop and execute strategic success plans for named accounts and scalable lifecycle programs.
• Drive customer value realization to increase retention and long-term value.
• Identify expansion opportunities and collaborate with Sales on upsell and cross-sell.
• Lead renewal planning for named accounts and renewal-readiness across scaled segments.

Skills

Customer Success

Account Management

Customer Lifecycle Management

Customer Marketing

Customer Growth

Risk Management

Communication

Job description

Responsibilities

• Own a hybrid portfolio of named and scaled accounts with direct accountability for achieving Net Revenue Retention (NRR) targets through retention, expansion, renewal performance, and churn mitigation.
• Develop and execute strategic success plans for named accounts, and develop and operationalize scalable lifecycle programs for scaled cohorts, both aligned to customer business goals and measurable outcomes.
• Drive customer value realization to increase retention, deepen product adoption, accelerate time to value, and maximize long-term customer value across both motions.
• Identify expansion opportunities and growth signals through usage, engagement, and account insights, and partner with Sales to influence upsell, cross-sell, and account growth.
• Lead proactive renewal planning for named accounts and renewal‑readiness initiatives across targeted scaled segments to reduce revenue attrition.

Requirements

• 3–5 years of experience in Customer Success, Account Management, Customer Lifecycle Management, Customer Marketing, Customer Growth, or customer‑facing commercial roles
• Experience owning a portfolio or book of business with accountability to retention, renewals, growth, or revenue outcomes
• Experience with both high‑touch account management and scaled, one‑to‑many, or digital customer engagement
• Demonstrated ability to proactively manage risk, navigate escalations, and drive retention strategies
• Strong understanding of customer lifecycle management, success planning, adoption strategies, and retention drivers
• Excellent communication, stakeholder management, executive presence, and relationship‑building skills
• Analytical and data‑driven mindset with the ability to translate customer insights into action.