Customer Success Manager

Evlo AI; Los Angeles (CA); On-site; USD 100,000 - 140,000; Full time

Job summary

Evlo AI is seeking a Senior Customer Success Manager to own the post-sales relationship for mid-market and enterprise SaaS accounts. You will guide onboarding, drive adoption, and steward renewals and expansions, working with stakeholders across technical and business teams to achieve high retention and NRR.

You will manage 25-40 accounts, conduct quarterly business reviews, and partner with sales for upsell opportunities, all while maintaining accurate Salesforce records and serving as the

Qualifications

• 3-6 years of customer success, account management, or client-facing experience at a B2B SaaS company.
• Demonstrated track record owning renewals and hitting retention or NRR targets.
• Strong technical fluency; comfortable discussing APIs, integrations, and troubleshooting with technical stakeholders.
• Hands-on experience with CS platforms (Gainsight, ChurnZero, Totango) and CRMs (Salesforce, HubSpot).
• Excellent communication and presentation skills; able to run executive-level business reviews.
• Bachelor's degree or equivalent practical experience.
• Bonus: experience with data infrastructure, analytics, or developer-focused products; a customer-facing technical background.

Responsibilities

• Own a book of 25-40 mid-market and enterprise accounts, managing the full lifecycle from onboarding through renewal
• Run structured onboarding programs including kickoff calls, success plans, and milestone tracking within the first 30 days
• Drive product adoption through quarterly business reviews, usage analysis, and targeted enablement sessions
• Monitor account health using tools like Gainsight or ChurnZero, and intervene proactively on at-risk accounts with documented save plans
• Build renewal and expansion pipeline; partner with account executives on upsell and cross-sell opportunities
• Serve as the voice of the customer, channeling product feedback and escalations to product and engineering teams
• Maintain accurate records of customer health, notes, and forecasts in Salesforce

Skills

Customer success

Account management

Client-facing experience

Technical fluency

Communication skills

Education

Bachelor's degree or equivalent

Tools

Gainsight

ChurnZero

Totango

Salesforce

HubSpot

Job description

About The Role

The role is the primary owner of the post-sale customer relationship for mid-market and enterprise SaaS accounts, spanning onboarding, adoption, renewal, and expansion.

About The Role

The role is the primary owner of the post-sale customer relationship for mid-market and enterprise SaaS accounts, spanning onboarding, adoption, renewal, and expansion. You will work directly with customers' technical and business stakeholders to drive product adoption, reduce churn, and identify expansion opportunities in a metrics-driven environment where NRR and retention are the core scoreboard.

Key Responsibilities

• Own a book of 25-40 mid-market and enterprise accounts, managing the full lifecycle from onboarding through renewal
• Run structured onboarding programs including kickoff calls, success plans, and milestone tracking within the first 30 days
• Drive product adoption through quarterly business reviews, usage analysis, and targeted enablement sessions
• Monitor account health using tools like Gainsight or ChurnZero, and intervene proactively on at-risk accounts with documented save plans
• Build renewal and expansion pipeline; partner with account executives on upsell and cross-sell opportunities
• Serve as the voice of the customer, channeling product feedback and escalations to product and engineering teams
• Maintain accurate records of customer health, notes, and forecasts in Salesforce

What We Are Looking For

• 3-6 years of customer success, account management, or client-facing experience at a B2B SaaS company
• Demonstrated track record owning renewals and hitting retention or NRR targets
• Strong technical fluency; comfortable discussing APIs, integrations, and troubleshooting with technical stakeholders
• Hands-on experience with CS platforms (Gainsight, ChurnZero, Totango) and CRMs (Salesforce, HubSpot)
• Excellent communication and presentation skills; able to run executive-level business reviews
• Bachelor's degree or equivalent practical experience
• Bonus: experience with data infrastructure, analytics, or developer-focused products; a customer-facing technical background