Customer Success Manager

Evlo AI; New York (NY); Remote; USD 90,000 - 130,000; Full time

Job summary

Evlo AI is seeking a customer success professional to own retention and expansion for a portfolio of B2B SaaS accounts, from onboarding through renewal. You’ll drive product adoption, monitor health, and uncover upsell opportunities in partnership with sales.

In a remote, fast‑growing environment, you will manage 20–40 accounts, forecast renewals, communicate with executive sponsors, and feed feedback to product and engineering to reduce churn and grow net revenue.

Qualifications

• 3–6 years in customer success or account management with renewal/expansion track record.
• Hands-on with CS platforms and CRMs (Gainsight, Salesforce, Zendesk or similar).
• Excellent written and verbal communication; comfortable presenting to VP/C-level stakeholders.
• Self-starter comfortable managing 20–40 accounts independently in remote environments.
• Bonus: startup experience, API-first products, or CS methodology certification.

Responsibilities

• Manage onboarding for new enterprise customers, running kickoff sessions and coordinating with implementation teams.
• Own renewal outcomes across a book of business, forecasting retention risk and building action plans ahead of renewal dates.
• Drive product adoption through quarterly business reviews, usage analysis, and enablement sessions with stakeholders.
• Monitor account health signals (usage, support tickets, NPS) and proactively intervene on at‑risk accounts.
• Identify and qualify expansion opportunities, handing off upsell/cross-sell leads to account executives.
• Serve as the voice of the customer, feeding product feedback to product and engineering teams.
• Maintain accurate records of customer health, notes, and pipeline in Salesforce.

Skills

Renewals & expansion

Forecasting

Executive communication

Remote account management

Customer storytelling

Self-starter

CS metrics analysis

Tools

Gainsight

Salesforce

Zendesk

Job description

About The Role

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

About The Role

The role owns retention and expansion for a portfolio of B2B SaaS accounts, serving as the primary point of contact from onboarding through renewal. Customer success is a revenue function here: the role drives product adoption, monitors account health, manages renewals, and uncovers upsell opportunities in partnership with sales — directly influencing net revenue retention.

Key Responsibilities

• Manage onboarding for new enterprise customers, running kickoff sessions, configuring success plans, and coordinating with implementation teams
• Own renewal outcomes across a book of business, forecasting retention risk in Gainsight and building action plans 90+ days ahead of renewal dates
• Drive product adoption through quarterly business reviews, usage analysis, and tailored enablement sessions with stakeholders and executive sponsors
• Monitor account health signals (usage, support tickets, NPS) and proactively intervene on at‑risk accounts
• Identify and qualify expansion opportunities, handing off warm upsell and cross‑sell leads to account executives
• Serve as the voice of the customer internally, feeding product feedback and churn insights to product and engineering teams
• Maintain accurate records of customer health, notes, and pipeline in Salesforce

What We Are Looking For

• 3-6 years of customer success, account management, or customer-facing SaaS experience with a renewal or expansion track record
• Strong commercial instincts: comfortable forecasting renewals, discussing pricing, and navigating procurement conversations
• Hands‑on with CS platforms and CRMs (Gainsight, Salesforce, Zendesk, or similar)
• Ability to read usage data and translate product analytics into customer‑facing narratives
• Excellent written and verbal communication; confident presenting to VP and C‑level stakeholders
• Self‑starter comfortable managing 20-40 accounts independently in a remote environment
• Bonus: experience in a high‑growth startup, exposure to technical or API‑first products, or certification in a CS methodology (e.g., CustomerSuccessBox, Success Coaching)