Customer Success Manager

Evlo AI; Phoenix (AZ); On-site; USD 90,000 - 130,000; Full time

Job summary

Evlo AI seeks a Customer Success Manager to own post-sale outcomes for a portfolio of B2B SaaS customers leveraging a cloud platform, APIs, integrations, and data-driven workflow automation.

You will guide customers from implementation through adoption, expansion, and renewal, translating technical capabilities into business value and coordinating solutions across sales, product, engineering, and support to drive retention and revenue.

Qualifications

• 3–6 years in customer success or similar SaaS roles.
• Experience managing a portfolio of B2B technology customers with retention/renewals.
• Strong understanding of cloud software, APIs, data workflows, and technical implementation concepts.
• Proficiency with Salesforce and CS platforms such as Gainsight, Zendesk, or Totango.
• Excellent communication and presentation skills, including the ability to explain technical concepts to operators and executives.
• Highly organized and data-oriented, with experience using health metrics and usage trends to prioritize work.
• Bonus: experience with developer-focused products, observability, cybersecurity, fintech, or enterprise infrastructure; familiarity with SQL, REST APIs.

Responsibilities

• Manage a portfolio of mid-market and enterprise customers, maintaining success plans, adoption targets, renewal dates, and executive relationships.
• Lead onboarding, quarterly business reviews, and roadmap conversations using product analytics, CRM data, and customer health scores.
• Translate customer workflows and technical requirements into actionable plans for solutions engineering, product, and support teams.
• Monitor usage, engagement, support trends, and renewal risk in platforms such as Salesforce, Gainsight, Zendesk, and product analytics tools.
• Drive adoption of APIs, integrations, automation features, and reporting capabilities through training, enablement, and targeted success programs.
• Identify expansion opportunities and partner with account executives on qualified upsell and cross-sell motions.
• Document customer feedback, risks, and outcomes clearly while maintaining accurate CRM records and forecast updates.

Skills

Customer success

SaaS

Account management

Salesforce

Data analytics

Executive communication

Tools

Gainsight

Zendesk

Totango

Salesforce

Job description

About The Role

The Customer Success Manager owns post-sale outcomes for a portfolio of B2B SaaS customers using a cloud platform, APIs, integrations, and data-driven workflow automation. The role guides customers from implementation through adoption, expansion, and renewal. This role matters because strong customer outcomes directly drive retention and revenue. The CSM will translate technical capabilities into business value, identify risks through product usage and support data, and coordinate solutions across sales, product, engineering, and support.

Key Responsibilities

• Manage a portfolio of mid-market and enterprise customers, maintaining success plans, adoption targets, renewal dates, and executive relationships
• Lead onboarding, quarterly business reviews, and roadmap conversations using product analytics, CRM data, and customer health scores
• Translate customer workflows and technical requirements into actionable plans for solutions engineering, product, and support teams
• Monitor usage, engagement, support trends, and renewal risk in platforms such as Salesforce, Gainsight, Zendesk, and product analytics tools
• Drive adoption of APIs, integrations, automation features, and reporting capabilities through training, enablement, and targeted success programs
• Identify expansion opportunities and partner with account executives on qualified upsell and cross-sell motions
• Document customer feedback, risks, and outcomes clearly while maintaining accurate CRM records and forecast updates

What We Are Looking For

• 3-6 years of experience in customer success, account management, solutions consulting, or another client-facing SaaS role
• Experience managing a portfolio of B2B technology customers with responsibility for retention, adoption, renewals, or expansion
• Strong understanding of cloud software, APIs, integrations, data workflows, and technical implementation concepts
• Proficiency with Salesforce and customer success or support platforms such as Gainsight, Totango, Zendesk, or similar tools
• Excellent communication and presentation skills, including the ability to explain technical concepts to both operators and executive stakeholders
• Highly organized and data-oriented, with experience using customer health metrics, usage trends, and business outcomes to prioritize work
• Bonus: Experience with developer-focused products, observability, cybersecurity, fintech, or enterprise infrastructure; familiarity with SQL, REST APIs, or SaaS implementation methodologies