Customer Success Manager

Evlo AI; San Francisco (CA); On-site; USD 110,000 - 170,000; Full time

Job summary

Evlo AI seeks a Customer Success Manager in San Francisco to own the post-sale lifecycle for a portfolio of B2B SaaS accounts, driving adoption, retention, and expansion. You will partner with customers' technical stakeholders and executive sponsors to ensure platform value is realized and integrated into workflows.

You will lead onboarding, technical deployments, and trainings, while coordinating with product and engineering on escalations and feature requests to maximize ROI.

Qualifications

• 3-6 years of customer success, account management, or technical consulting in B2B SaaS.
• Strong technical aptitude to understand APIs, data integrations, and complex software workflows.
• Excellent communication and stakeholder management, comfortable presenting to C-level executives.
• Data-driven approach to tracking usage metrics, health scores, and churn risks.
• Bachelor's degree; experience with Gainsight, Salesforce, and Zendesk is a plus.

Responsibilities

• Manage a portfolio of mid-market and enterprise SaaS accounts, owning net retention, gross churn, and expansion targets.
• Lead structured onboarding programs, technical implementations, and training sessions for customer teams.
• Conduct quarterly business reviews to align on business outcomes, product roadmap priorities, and ROI metrics.
• Partner with product and engineering to triage escalated technical issues and advocate for customer feature requests.
• Identify cross-sell and upsell opportunities and partner with account executives to close expansion deals.
• Maintain accurate health scores, usage analytics, and CRM records in Salesforce and Gainsight.

Skills

Customer success

Account management

SaaS

Stakeholder management

Communication

Data-driven

Technical aptitude

Education

Bachelor's degree in a relevant field

Tools

Gainsight

Salesforce

Zendesk

Job description

About The Role

The role owns the post-sale customer lifecycle, driving adoption, retention, and expansion across a portfolio of B2B SaaS accounts.

About The Role

The role owns the post-sale customer lifecycle, driving adoption, retention, and expansion across a portfolio of B2B SaaS accounts.

You will partner directly with technical stakeholders and executive sponsors to ensure platform value is fully realized and integrated into customer workflows.

Key Responsibilities

• Manage a portfolio of mid-market and enterprise SaaS accounts, owning net retention, gross churn, and expansion targets
• Lead structured onboarding programs, technical implementations, and training sessions for customer teams
• Conduct quarterly business reviews to align on business outcomes, product roadmap priorities, and ROI metrics
• Partner with product and engineering to triage escalated technical issues and advocate for customer feature requests
• Identify cross-sell and upsell opportunities and partner with account executives to close expansion deals
• Maintain accurate health scores, usage analytics, and CRM records in Salesforce and Gainsight

What We Are Looking For

• 3-6 years of customer success, account management, or technical consulting experience in B2B SaaS
• Strong technical aptitude with the ability to understand APIs, data integrations, and complex software workflows
• Exceptional communication and stakeholder management skills, comfortable presenting to C-level executives
• Data-driven approach to tracking usage metrics, health scores, and identifying churn risks
• Bachelor's degree in a relevant field; experience with Gainsight, Salesforce, and Zendesk is a plus