Customer Success Manager

Chaos; United States; On-site; USD 90,000 - 115,000; Full time

Job summary

Cylindo is hiring a Customer Success Manager (Individual Contributor) to manage a portfolio of US accounts. You will own the post-sale lifecycle, drive adoption, renewals, and value realization while identifying expansion opportunities, with commercial execution by Sales.

Work with Sales, Product, Integration and Support to deliver measurable outcomes and positive customer advocacy in a scaling SaaS environment.

Qualifications

• 2–3 years experience in Customer Success, Account Management or similar SaaS role.
• Experience managing renewals and protecting revenue.
• Commercially aware and comfortable discussing value.
• Strong stakeholder management skills.

Responsibilities

• Manage a defined portfolio of mid-market and enterprise accounts.
• Own the post-sale lifecycle: onboarding, adoption, value realisation and renewal.
• Build and execute structured Success Plans aligned to customer KPIs.
• Drive product adoption across Cylindo modules.
• Monitor account health and prepare renewal forecasts.
• Run business reviews with senior stakeholders.
• Identify upsell and cross-sell opportunities and qualify them for Sales.
• Coordinate with Sales, Product, Integration and Support teams.
• Deliver training and enablement to ensure customers achieve outcomes.

Skills

Portfolio management

Renewals management

Stakeholder management

Value realization

Job description

Role Overview

Cylindo is a leading 3D product visualization platform, transforming the way furniture and home brands create, manage, and deploy high-impact product content across digital and in-store channels. Backed by Chaos, our mission is to help brands drive conversion, reduce returns, and deliver inspiring customer experiences. We are hiring a Customer Success Manager (Individual Contributor) to manage a portfolio of US accounts. This role is focused on retention, renewals,, adoption, value realisation, and identifying expansion opportunities (commercially executed by Sales).

Key Responsibilities

• Manage a defined portfolio of mid‑market and enterprise accounts
• Own the post‑sale lifecycle: onboarding, adoption, value realisation and renewal
• Build and execute structured Success Plans aligned to customer KPIs
• Drive strong product adoption across Cylindo modules
• Monitor account health, proactively manage churn risk and prepare renewal forecasts
• Run regular business reviews with senior stakeholders
• Identify upsell and cross‑sell opportunities and qualify them for Sales
• Coordinate cross‑functionally with Sales, Product, Integration and Support teams
• Deliver training and enablement to ensure customers achieve measurable outcomes
• Capture customer insights to inform product and commercial strategy

Requirements

• 2‑3 years experience in Customer Success, Account Management or similar SaaS role (ideally in the MarTech space)
• Experience managing renewals and protecting revenue
• Commercially aware and comfortable discussing value
• Strong stakeholder management skills
• Data‑driven and proactive

What Success Looks Like

• High Gross Retention Rate
• Accurate renewal forecasting
• Strong adoption across portfolio
• Consistent identification of qualified expansion opportunities
• Positive customer advocacy

If you are commercially sharp, customer‑focused and ready to grow within a scaling SaaS business, we'd love to hear from you.