Customer Success Manager

Evlo AI; Seattle (WA); On-site; USD 90,000 - 140,000; Full time

Job summary

Evlo AI is seeking an experienced Customer Success Manager to own 15–25 mid-market and enterprise accounts post-sale. You will drive onboarding, adoption, renewals, and expansions across our cloud-native platform used by enterprise data teams.

This role sits at the intersection of revenue and customer value, focusing on reducing churn, protecting ARR, and turning usage into expansion opportunities with Sales. Strong communication and data-driven mindset are essential.

Qualifications

• 3–6 years in customer-facing SaaS with renewal/expansion targets.
• Proven enterprise account ownership with high retention or NRr impact.
• Comfort with technical products and developer/infrastructure buyers.

Responsibilities

• Own 15–25 mid-market and enterprise accounts from kickoff to renewal.
• Lead onboarding, time-to-value milestones, and health monitoring.
• Drive renewals and expansion in partnership with AE teams.
• Present ROI and adoption metrics in quarterly business reviews.
• Escalate bugs and feed product feedback to engineering.
• Maintain accurate account plans and pipeline in Salesforce.

Skills

Customer success

Account management

Renewals & expansion

Executive communication

SaaS sales/upsell

Education

Bachelor's degree

Tools

Gainsight

Salesforce

Amplitude

Pendo

Job description

About The Role

The role owns a portfolio of B2B SaaS customers post-sale, driving onboarding, adoption, renewals, and expansion across a cloud-native platform used by enterprise data and engineering teams.

The role sits at the intersection of revenue and customer value: reducing churn, protecting and growing ARR, and turning day-to-day product usage and customer outcomes into expansion opportunities alongside sales.

Key Responsibilities

• Own a book of 15-25 mid-market and enterprise accounts, managing relationships from kickoff through renewal
• Lead onboarding and implementation, including success planning, stakeholder mapping, and time-to-first-value milestones
• Monitor product usage and health scores in Gainsight to identify risk early and run structured save plays
• Drive renewals and expansion pipeline (upsell, cross-sell, seat growth) in partnership with account executives, owning a net revenue retention target
• Run quarterly business reviews with economic buyers, presenting ROI, adoption metrics, and roadmap alignment
• Act as the voice of the customer to product and engineering, escalating bugs and shaping feature feedback loops
• Maintain accurate account plans, health data, and pipeline records in Salesforce

What We Are Looking For

• 3-6 years in customer success, account management, or a client-facing SaaS role with renewal or expansion targets
• Track record of owning enterprise accounts with 90%+ gross retention or measurable NRR impact
• Comfortable with technical products and audiences — experience serving developer, data, or infrastructure buyers is a plus
• Hands-on with Gainsight, Salesforce, and product analytics tools (Amplitude, Pendo, or similar)
• Strong executive communication: can run a QBR, handle escalations, and negotiate with procurement
• Bachelor's degree in a relevant field or equivalent practical experience
• Bonus: experience with API-first or usage-based products, technical background, or familiarity with the modern data stack