Customer Success Manager

Evlo AI; San Francisco (CA); On-site; USD 90,000 - 150,000; Full time

Job summary

Evlo AI is seeking a Customer Success Manager to own retention and expansion for a portfolio of B2B SaaS accounts, guiding them from onboarding through renewal. The role directly drives net revenue retention by identifying expansion opportunities and preventing churn through proactive engagement.

You will manage 20-30 mid-market and enterprise accounts, drive onboarding, build health scores, lead QBRs, and coordinate with sales for expansions while logging insights in Salesforce and Gainsight.

Qualifications

• 3-6 years of customer success, account management, or client-facing experience at a B2B SaaS company.
• Track record of managing renewals and hitting retention or NRR targets.
• Comfortable with APIs, integrations, and data workflows; able to converse with technical and executive audiences.
• Hands-on with CS platforms and CRMs (Gainsight, ChurnZero, Salesforce, or similar).
• Strong presentation and QBR facilitation skills; able to build executive-ready narratives from data.
• Bachelor's degree or equivalent practical experience.
• Bonus: SQL or BI tools such as Looker/Tableau or a background in solutions engineering.

Responsibilities

• Own a book of 20-30 mid-market and enterprise accounts, managing the full lifecycle from kickoff to renewal.
• Drive onboarding and implementation, coordinating with technical teams on API integrations and data migrations.
• Build and monitor account health scores using product usage data and engagement metrics; intervene early on at-risk accounts.
• Lead quarterly business reviews with stakeholders, presenting ROI analysis and roadmap alignment.
• Identify and qualify upsell and cross-sell opportunities with account executives to close expansion revenue.
• Act as the voice of the customer, channeling product feedback and influencing roadmap prioritization.
• Maintain accurate records in Salesforce and Gainsight, including success plans, risk logs, and renewal forecasts.

Skills

Customer success

Account management

Renewals

Sales collaboration

Education

Bachelor's degree

Equivalent practical experience

Tools

Gainsight

Salesforce

ChurnZero

Looker

Tableau

SQL

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 directly drives net revenue retention: this team identifies expansion opportunities, prevents churn through proactive engagement, and turns happy customers into references and advocates.

Key Responsibilities

• Own a book of 20-30 mid-market and enterprise accounts, managing the full lifecycle from kickoff to renewal
• Drive onboarding and implementation, coordinating with technical teams on API integrations, data migrations, and SSO setup
• Build and monitor account health scores using product usage data, NPS signals, and engagement metrics; intervene early on at-risk accounts
• Lead quarterly business reviews with stakeholders, presenting ROI analysis, adoption metrics, and roadmap alignment
• Identify and qualify upsell and cross-sell opportunities, partnering with account executives to close expansion revenue
• Act as the voice of the customer, channeling product feedback and influencing roadmap prioritization
• Maintain accurate records in Salesforce and Gainsight, including success plans, risk logs, and renewal forecasts

What We Are Looking For

• 3-6 years of customer success, account management, or client-facing experience at a B2B SaaS company
• Track record of managing renewals and hitting retention or NRR targets (95%+ gross retention preferred)
• Comfortable with technical conversations — APIs, integrations, and data workflows — with both technical and executive audiences
• Hands-on with CS platforms and CRMs (Gainsight, ChurnZero, Salesforce, or similar)
• Strong presentation and QBR facilitation skills; able to build executive-ready narratives from data
• Bachelor's degree or equivalent practical experience
• Bonus: experience in a high-growth startup, familiarity with SQL or BI tools (Looker, Tableau), or a background in solutions engineering