Customer Success Manager

Jobtailor; San Francisco (CA); On-site; USD 140,000 - 190,000; Full time

Job summary

Jobtailor in San Francisco is seeking an experienced Customer Success Leader to guide revenue teams, own post-implementation handoffs, and drive adoption of Roadrunner in production. You will build executive relationships, run ROI-focused QBRs, monitor health signals, and partner with Sales on expansions.

You will travel for onboarding and periodic events, shaping policy and process for a fast-growing B2B SaaS startup in a dynamic market.

Qualifications

• 5–8 years in customer success, account management, or consulting at a B2B SaaS company.
• Experience managing post-implementation lifecycle for a technical or configurable product, and comfort getting hands-on with configuration alongside customers
• Demonstrated ability to build executive relationships and run compelling QBRs, including ROI narratives backed by data
• Strong commercial instincts: you've forecasted renewals, negotiated them, and driven expansion, not just handed opportunities to Sales
• A builder's mentality: you thrive in ambiguity and want to define how Customer Success works here, not inherit a playbook
• Willingness to travel to San Francisco during onboarding and periodically for customer or team events
• Experience with CPQ, deal desk, billing, or RevOps tooling (bonus)
• Early-stage startup background, especially as a founding or early CS hire (bonus)

Responsibilities

• Serve as a trusted strategic advisor to revenue and revenue operations leaders, from RevOps managers to CROs.
• Own the post go-live experience and partner with Solutions Architects and Implementation on a clean handoff
• Drive configuration refinements, workflow adjustments, and support escalations as customers use Roadrunner in production
• Plan and host Quarterly Business Reviews connecting product usage to business outcomes, quantifying ROI, and aligning executive stakeholders
• Monitor account health through usage data, stakeholder engagement, and support signals
• Proactively understand customer challenges, improvement areas, and account opportunities
• Identify expansion opportunities and partner with Sales to close them
• Channel structured customer feedback to Product and Engineering and set roadmap expectations
• Build the QBR framework, including templates, ROI models, and executive narratives
• Design a customer health score using product usage, engagement, and support data and establish an action cadence
• Run the renewal motion end to end for a large-pipeline book of business

Skills

Strategic advising

Executive relationships

Retention forecasting

Renewal negotiation

Post-implementation lifecycle

Customer health tracking

Tools

CPQ

RevOps tooling

Billing systems

Job description

• Serve as a trusted strategic advisor to revenue and revenue operations leaders, from RevOps managers to CROs


• Own the post go-live experience and partner with Solutions Architects and Implementation on a clean handoff


• Drive configuration refinements, workflow adjustments, and support escalations as customers use Roadrunner in production


• Plan and host Quarterly Business Reviews connecting product usage to business outcomes, quantifying ROI, and aligning executive stakeholders


• Monitor account health through usage data, stakeholder engagement, and support signals


• Proactively understand customer challenges, improvement areas, and account opportunities


• Identify expansion opportunities and partner with Sales to close them


• Channel structured customer feedback to Product and Engineering and set roadmap expectations


• Build the QBR framework, including templates, ROI models, and executive narratives


• Design a customer health score using product usage, engagement, and support data and establish an action cadence


• Run the renewal motion end to end for a large-pipeline book of business

Requirements

• 5-8 years in customer success, account management, or consulting at a B2B SaaS company, with a track record of owning retention and renewal targets for a book of business


• Experience managing the post-implementation lifecycle for a technical or configurable product, and comfort getting hands‑on with configuration alongside customers


• Demonstrated ability to build executive relationships and run compelling QBRs, including ROI narratives backed by data


• Strong commercial instincts: you've forecasted renewals, negotiated them, and driven expansion, not just handed opportunities to Sales


• A builder's mentality: you thrive in ambiguity and want to define how Customer Success works here, not inherit a playbook


• Willingness to travel to San Francisco during onboarding and periodically for customer or team events


• Experience with CPQ, deal desk, billing, or RevOps tooling (bonus)


• Early-stage startup background, especially as a founding or early CS hire (bonus)

Core Competencies

Demonstrates expertise in customer success management, focusing on retention and renewal strategies for B2B SaaS products. Proficient in building executive relationships and conducting data‑driven Quarterly Business Reviews to drive business outcomes.

Highest-signal resume keywords

• Customer Success Management


• Retention And Renewal Strategies


• Quarterly Business Reviews (QBRs)


• Data-Driven ROI Narratives


• Post-Implementation Lifecycle Management

Hard Skills

• Account Management


• Configuration Management


• Workflow Adjustments


• Forecasting Renewals


• Negotiation Skills

Soft Skills

• Strategic Advising


• Building Executive Relationships


• Problem Solving


• Adaptability

Industry Keywords

• B2B SaaS


• Customer Health Score


• Expansion Opportunities


• Customer Feedback

Tools & Technologies

• CPQ


• RevOps Tooling


• Billing Systems