Customer Success Manager

Evlo AI; Miami (FL); Presencial; USD 70.000 - 100.000; Jornada completa

Descripción de la vacante

Evlo AI in Miami, FL is seeking a Customer Success Manager to lead retention and growth for a portfolio of B2B SaaS accounts post-sale. You will be the primary contact from onboarding through renewal and expansion, driving value, and ensuring high NRR.

You will own 20–30 mid-market to enterprise relationships, guide adoption, run quarterly business reviews, and coordinate with sales for expansions. A strong CRM and CS toolset background is essential.

Formación

• 3–6 years in customer success, account management, or consultative sales in B2B SaaS.
• Proven track record owning renewals and driving retention or expansion.
• Strong technical fluency to guide customers on APIs, integrations, and product architecture.
• Experience with Salesforce and Gainsight or similar CS platforms, plus dashboards.

Responsabilidades

• Own a portfolio of 20–30 mid-market and enterprise accounts from onboarding through renewal.
• Drive onboarding and value realization, coordinating with solutions engineers and support.
• Develop adoption plans and monitor usage, engagement, and health scores.
• Lead quarterly business reviews highlighting outcomes, ROI, and expansion opportunities.
• Identify upsell/cross-sell opportunities and coordinate with sales or close deals.
• Manage renewals end-to-end and mitigate churn with proactive plans.
• Maintain accurate data in Salesforce and Gainsight; relay feedback to product/revenue leadership.

Conocimientos

Customer success

Account management

Renewals & expansion

Stakeholder management

Technical fluency

CRM proficiency

Presentation skills

Educación

Bachelor's degree

Herramientas

Salesforce

Gainsight

Looker

Tableau

Descripción del empleo

About The Role

The role owns retention and growth for a portfolio of B2B SaaS accounts post-sale, serving as the primary point of contact from onboarding through renewal and expansion.

About The Role

The role owns retention and growth for a portfolio of B2B SaaS accounts post-sale, serving as the primary point of contact from onboarding through renewal and expansion.

This is a revenue-carrying position: customer success managers here directly influence NRR by driving product adoption, resolving escalations, and building expansion pipelines alongside account executives.

Key Responsibilities

• Own a book of 20-30 mid-market and enterprise accounts, managing relationships from implementation through renewal
• Drive onboarding and time-to-value for new customers, coordinating with solutions engineers and support teams
• Build adoption plans tied to each customer's business goals and track usage, feature engagement, and health scores
• Run quarterly business reviews that surface outcomes, ROI, and expansion opportunities for decision-makers
• Identify and qualify upsell and cross-sell opportunities, handing warm expansions to sales or closing them directly
• Manage renewals end-to-end, mitigating churn risk with proactive intervention plans
• Maintain accurate records in Salesforce and Gainsight; feed product feedback and churn insights to product and revenue leadership

What We Are Looking For

• 3-6 years of customer success, account management, or consultative sales experience at a B2B SaaS company
• Track record of owning renewals and hitting NRR, retention, or expansion targets
• Strong technical fluency — comfortable learning APIs, integrations, and product architecture well enough to guide customers
• Experience with Salesforce, Gainsight, or comparable CRM and customer-success platforms
• Excellent presentation and stakeholder management skills across executives and end users
• Bachelor's degree or equivalent practical experience
• Bonus: experience in a high-growth startup, familiarity with SQL or dashboards (Looker/Tableau), or prior sales-engineering exposure