Customer Success Manager

Jobtailor; Dallas (TX); On-site; USD 90,000 - 120,000; Full time

Job summary

Jobtailor seeks a Customer Success professional in Dallas to own renewals and drive expansion, partnering with executive sponsors and frontline teams to maximize value from B2B SaaS offerings.

You will translate customer objectives into measurable HALOS-like outcomes, manage QBRs, and lead adoption-focused initiatives across distributed stakeholders, ensuring revenue retention and growth.

Qualifications

• 4–6 years in Customer Success or Account Management in B2B SaaS.
• Proven track record owning renewals and expansion.
• Strong commercial acumen with adoption-led outcomes.
• Able to engage both executive and frontline stakeholders.

Responsibilities

• Own end-to-end renewals, including forecasting, strategy, and execution.
• Own expansion and upsell motions grounded in adoption, utilisation, and demonstrated value.
• Develop commercial proposals supported by utilisation data, evidence outcomes, and executive-level ROI narratives.
• Partner with Sales leadership while maintaining renewal and expansion accountability.

Skills

Renewals

Expansion

Churn management

Executive relationships

Adoption-led success

Cross-functional collaboration

Job description

• Own end-user adoption and utilisation outcomes across assigned customer accounts.
• Execute the HALOS utilisation framework covering device assignment, activity, consistency, and evidence creation.
• Identify and remediate zero-recording and low-usage cohorts as churn-risk indicators.
• Serve as the primary post-sale owner and build relationships with executive and senior operational stakeholders.
• Translate customer objectives into measurable HALOS outcomes.
• Lead structured Quarterly Business Reviews focused on utilisation, evidence, risk, and commercial outcomes.
• Lead change-management and workforce-enablement strategies across distributed frontline workforces.
• Partner with customer leadership on body-worn-camera positioning, cultural and privacy considerations, expected behaviours, and operational usage norms.
• Identify early indicators of disengagement, misalignment, or adoption breakdown and intervene proactively.
• Own end-to-end renewals, including forecasting, strategy, and execution.
• Own expansion and upsell motions grounded in adoption, utilisation, and demonstrated value.
• Develop and present commercial proposals supported by utilisation data, evidence outcomes, and executive-level ROI narratives.
• Partner with Sales leadership while retaining accountability for renewal and expansion outcomes.
• Work cross-functionally with Enablement, Support, and Product while maintaining clear ownership boundaries.

Requirements

• 4–6 years of experience in Customer Success, Account Management, or related roles within B2B SaaS or hardware-enabled SaaS
• Proven track record owning renewals and expansion, not merely supporting Sales-led motions
• Strong commercial acumen paired with adoption-led success
• Comfortable operating at both executive and frontline operational levels

Core Competencies

Demonstrates expertise in Customer Success and Account Management within B2B SaaS environments, focusing on end-user adoption, utilisation outcomes, and strategic renewals. Proven ability to build relationships with stakeholders and lead change-management initiatives to drive operational success.