Customer Success Manager

Evlo AI; San Francisco (CA); On-site; USD 120,000 - 180,000; Full time

Job summary

Evlo AI is seeking a results-driven Customer Success Manager to own a portfolio of mid-market and enterprise SaaS customers post-sale. You will drive onboarding, adoption, retention, and expansion for a cloud data platform used by engineering and analytics teams.

You will manage renewals, build expansion pipelines, and influence product decisions by representing the voice of the customer. Strong technical fluency and executive communication are essential to partner with customers and internal

Qualifications

• 3–6 years of customer success or account management experience at a B2B SaaS company.
• Proven track record of renewals and expansion revenue with strong net revenue retention results.
• Technical fluency: able to discuss APIs, SQL, data pipelines, and cloud architectures.
• Hands-on experience with CS platforms and CRM tools and analyzing usage dashboards.
• Strong executive communication, comfortable presenting QBRs to VPs and C‑level sponsors.
• Bachelor's degree or equivalent practical experience.
• Bonus: experience in data/analytics or developer-tools SaaS.

Responsibilities

• Own a book of 25-40 accounts spanning $1M+ in ARR, serving as the primary contact from onboarding through renewal.
• Run structured onboarding programs with success plans, milestones, and time-to-first-value targets.
• Drive product adoption by conducting quarterly business reviews and analyzing usage data.
• Monitor account health using Gainsight and product telemetry; build risk playbooks and save motions.
• Identify and qualify expansion opportunities and partner with account executives to close them.
• Act as the voice of the customer internally — escalate gaps, coordinate with support and engineering, influence roadmap.
• Maintain accurate CRM records, forecasts, and account plans; report retention and expansion metrics monthly.

Skills

Customer success

Account management

Sales engineering

Executive communication

SQL proficiency

Technical fluency

Education

Bachelor's degree or equivalent

Tools

Gainsight

ChurnZero

Salesforce

Job description

About The Role

The role owns a portfolio of mid-market and enterprise SaaS customers post-sale: driving onboarding, adoption, retention, and expansion for a cloud data platform used by engineering and analytics teams.

About The Role

The role owns a portfolio of mid-market and enterprise SaaS customers post-sale: driving onboarding, adoption, retention, and expansion for a cloud data platform used by engineering and analytics teams.

This is a revenue-carrying customer success position. Renewals, expansion pipeline, and net revenue retention sit directly with the role — the team protects and grows existing ARR, and strong performers advance into enterprise CS or sales roles.

Key Responsibilities

• Own a book of 25-40 accounts spanning $1M+ in ARR, serving as the primary point of contact from onboarding through renewal
• Run structured onboarding programs: success plans, implementation milestones, and time-to-first-value targets with customer technical teams
• Drive product adoption by conducting quarterly business reviews, analyzing usage data (SQL query volume, API consumption, seat utilization), and building adoption roadmaps
• Monitor account health using Gainsight and product telemetry; build risk playbooks for at-risk accounts and execute save motions before renewal windows
• Identify and qualify expansion opportunities (new use cases, additional seats, upsells) and partner with account executives to close them
• Act as the voice of the customer internally — escalating product gaps, coordinating with support and engineering on blockers, and influencing roadmap prioritization
• Maintain accurate CRM records, forecasts, and account plans; report retention and expansion metrics to leadership monthly

What We Are Looking For

• 3-6 years of customer success, account management, or sales engineering experience at a B2B SaaS company, ideally with technical or data-infrastructure products
• Track record of owning renewals and expansion revenue with measurable net revenue retention results
• Technical fluency: able to discuss APIs, SQL, data pipelines, and cloud architectures credibly with engineering stakeholders
• Hands‑on experience with CS platforms and CRM tools (Gainsight, ChurnZero, Salesforce) and comfort analyzing usage dashboards
• Strong executive communication skills — comfortable presenting QBRs to VPs and C‑level sponsors
• Bachelor's degree in a relevant field, or equivalent practical experience
• Bonus: experience in data/analytics or developer-tools SaaS, SQL proficiency, or prior carry-quota CSM or AE experience