Customer Success Manager

Evlo AI; Dallas (TX); On-site; USD 90,000 - 140,000; Full time

Job summary

Evlo AI in Dallas is seeking a Customer Success Manager to own post-sale relationships with mid-market and enterprise customers. You will guide onboarding, adoption, and renewal cycles, driving product usage, health scores, and net revenue retention.

You will translate customer goals into measurable product outcomes, surface expansion opportunities to sales, and voice customer needs to product and engineering. This role sits at the intersection of value delivery and revenue growth.

Qualifications

• 3–6 years in customer success or account management at a B2B SaaS company.
• History of managing renewals and achieving NRR/GRR targets.
• Strong data fluency with usage dashboards and ROI storytelling for executives.
• Hands-on experience collaborating across product, sales, and support.

Responsibilities

• Own a portfolio of 30–50 accounts from onboarding to renewal and expansion.
• Lead structured business reviews with executives, presenting usage data and ROI.
• Monitor product usage, health scores, and sentiment signals to mitigate churn.
• Build account plans tied to business outcomes with expansion targets.
• Coordinate escalations across support, product, and engineering.
• Identify upsell/cross-sell opportunities with account executives.
• Document workflows and account intelligence in Salesforce for forecasting.

Skills

Customer success

Account management

Data analysis

Cross-functional collaboration

Tools

Salesforce

Gainsight

Job description

About The Role

The role owns post-sale relationships for a B2B SaaS platform serving mid-market and enterprise customers. CSMs manage a book of accounts from onboarding through renewal and expansion, driving product adoption, health scores, and net revenue retention.

About The Role

The role owns post-sale relationships for a B2B SaaS platform serving mid-market and enterprise customers. CSMs manage a book of accounts from onboarding through renewal and expansion, driving product adoption, health scores, and net revenue retention. The position sits at the intersection of customer value and company revenue. CSMs translate customer goals into product outcomes, surface expansion opportunities to sales, and act as the voice of the customer to product and engineering.

Key Responsibilities

• Own a portfolio of 30-50 accounts, managing onboarding, adoption, and renewal cycles end-to-end
• Run structured business reviews (QBRs/EBRs) with stakeholders up to the VP and C-level, presenting usage data and ROI narratives
• Monitor product usage, health scores, and sentiment signals (Gainsight, in-product analytics) to proactively identify churn risk and drive interventions
• Build and execute account plans tied to customer business outcomes, with clear expansion and advocacy targets
• Coordinate cross-functional escalations across support, product, and engineering to resolve blockers and manage at-risk accounts
• Identify and qualify upsell and cross-sell opportunities, partnering with account executives on expansion pipeline
• Document workflows and account intelligence in the CRM (Salesforce) to ensure clean handoffs and accurate forecasting

What We Are Looking For

• 3-6 years in customer success, account management, or client-facing roles at a B2B SaaS company
• Track record managing renewals and hitting NRR/GRR or retention targets
• Strong data fluency: comfortable building narratives from usage dashboards and presenting ROI to executive stakeholders
• Hands-on experience …