Customer Success Manager

Evlo AI; Los Angeles (CA); On-site; USD 90,000 - 130,000; Full time

Job summary

Evlo AI is seeking a Customer Success Manager to own the post-sale lifecycle, from onboarding to renewal and expansion, across mid-market and enterprise customers. You will work with solutions engineers, product, and support to remove blockers and maximize value.

You will monitor usage and health signals, drive adoption, and coordinate with cross-functional teams to deliver measurable outcomes for customers. A strong emphasis on executive communication and strategic alignment is essential.

Qualifications

• Bachelor's degree or equivalent professional experience in a relevant field.
• 3–8 years in customer success or SaaS roles with onboarding/renewal exposure.
• Experience with B2B SaaS and technical environments (APIs, cloud, data pipelines).

Responsibilities

• Manage a portfolio of mid-market and enterprise accounts with success plans and renewal timelines.
• Lead onboarding and quarterly business reviews linking usage to business goals.
• Monitor adoption and health signals using Salesforce, Gainsight, product analytics, and support data.
• Coordinate with solutions engineers on integrations with APIs and cloud infrastructure.
• Drive expansion by identifying new use cases and coordinating opportunities with account executives.
• Coordinate escalations across support, engineering, and product; communicate status and resolutions.
• Capture customer feedback and translate needs into product requests and enablement materials.

Skills

Customer relationships

Executive communication

SaaS knowledge

Strategy alignment

Education

Bachelor's degree in business/computer science/info systems

Tools

Salesforce

Gainsight

HubSpot

Zendesk

Jira

AWS

Azure

GCP

APIs

Job description

About The Role

The Customer Success Manager will manage strategic relationships for customers using a cloud-based data and observability platform. The role will help technical and business stakeholders deploy the product successfully, expand adoption across teams, and connect platform usage to measurable operational outcomes.

This role owns the customer lifecycle after the sale, from onboarding and implementation through renewal and expansion. The CSM will work closely with solutions engineering, product, support, and account executives to remove adoption blockers, surface product feedback, and protect recurring revenue.

Key Responsibilities

• Manage a portfolio of mid-market and enterprise accounts, maintaining success plans, stakeholder maps, adoption targets, and renewal timelines in Salesforce
• Lead onboarding and quarterly business reviews that connect platform usage, dashboards, alerts, integrations, and workflows to customer business goals
• Monitor product adoption and account health using Salesforce, Gainsight, product analytics, and support data; identify risk signals and execute recovery plans
• Partner with solutions engineers and customer technical teams to support integrations with APIs, cloud infrastructure, data warehouses, identity providers, and collaboration tools
• Drive expansion opportunities by identifying new use cases, teams, and workloads, then coordinating qualified opportunities with account executives
• Coordinate escalations across support, engineering, and product; communicate status, ownership, and resolution plans to customer stakeholders
• Capture structured customer feedback and translate recurring needs into product requests, enablement materials, and process improvements

What We Are Looking For

• 3-8 years of experience in customer success, technical account management, solutions consulting, account management, or a related SaaS role
• Experience managing B2B SaaS customers through onboarding, adoption, renewal, and expansion motions
• Working knowledge of cloud and technical environments, including AWS, Azure, GCP, APIs, data pipelines, observability, or developer tools
• Demonstrated ability to run executive business reviews, influence technical stakeholders, and communicate clearly with both practitioners and senior decision-makers
• Strong operational discipline with experience using Salesforce, Gainsight, HubSpot, Zendesk, Jira, or comparable customer and workflow systems
• Bachelor's degree in business, computer science, information systems, communications, or a related field, or equivalent professional experience
• Bonus: Experience with SQL, cloud certifications, usage-based SaaS models, DevOps workflows, or enterprise security and compliance requirements