Customer Success Manager

ESB Technologies; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

ESB Technologies is seeking an experienced Customer Success professional to manage onboarding, drive value realization, and own renewals for a B2B SaaS portfolio.

You will monitor health metrics, run quarterly business reviews, and capture product feedback to inform roadmaps. A strong CRM background and remote teamwork are essential for success.

Qualifications

• 5 years in customer success, account management or implementation at a B2B SaaS company.
• A book of business you managed, with net or gross retention you can name.
• Comfort learning a technical product well enough to configure it, demo it and troubleshoot it.
• Experience running QBRs and conversations with executive sponsors.
• Hands-on use of a CRM or CS platform such as HubSpot, Salesforce, Gainsight or Vitally.

Responsibilities

• Onboard and implement to a defined first-value milestone, targeting 30 days to value.
• Hold regular check-ins and QBRs tied to customer goals and usage.
• Track account health from usage, support, sentiment; act on down-trending accounts.
• Own renewals in your book and pursue expansion or hand to sales.
• Provide product feedback with clear, prioritized customer evidence.
• Write onboarding guides and playbooks for the next CSM.

Skills

Customer Success

Account Management

Implementation

Tools

HubSpot

Salesforce

Gainsight

Vitally

Job description

You own a book of accounts from signed contract to renewal. You get each customer live, make sure they reach the result they bought for, and catch risk before it becomes churn. At our stage you also build the playbooks, health metrics and processes the team will run on after you.

What you will do

• Run onboarding and implementation to a defined first-value milestone, with a target time to value of [30] days.
• Hold regular check-ins and quarterly business reviews tied to each customer's goals and usage.
• Track account health from usage, support volume and sentiment, and act on accounts trending down.
• Own renewals in your book, and find expansion that you hand to sales or close yourself.
• Bring product feedback to the product team as clear, prioritized problems with customer evidence.
• Write onboarding guides, help articles and playbooks the next CSM can use without you.
• Work with sales on handoffs so nothing promised in the deal is lost.
• Report on retention, adoption and customer outcomes.

What you bring

• 5 years in customer success, account management or implementation at a B2B SaaS company.
• A book of business you managed, with net or gross retention you can name.
• Comfort learning a technical product well enough to configure it, demo it and troubleshoot it.
• Experience running QBRs and conversations with executive sponsors.
• Hands-on use of a CRM or CS platform such as HubSpot, Salesforce, Gainsight or Vitally.
• Clear written communication and steady work habits in a remote team.