Customer Success Manager

Ladders; United States; Remote; USD 160,000 - 180,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Parental leave

Life and disability packages

401(k) plan with employer-matching

Job summary

Ladders is seeking a Customer Success Manager to own post-sale relationships across a B2B SaaS portfolio from a remote location in the United States. You will drive adoption, retention, and expansion by partnering with customers and internal teams to ensure onboarding success and ongoing value realization.

In this role you will translate customer outcomes into renewals and growth, manage health scores and KPIs, and collaborate with Product and Engineering to advocate for customers while

Qualifications

• 5+ years in Customer Success, Account Management, or a similar post-sale role in B2B SaaS.
• Proven track record of exceeding retention, renewal, and expansion targets.
• Experience managing the full customer lifecycle for enterprise or mid-market accounts.
• Confident presenting to technical and executive audiences (Security Architects, CISOs, CIOs).
• Data-driven with health scores and KPIs to manage a portfolio.
• Proficiency with Salesforce and CS platforms (e.g., Planhat, Gainsight, ChurnZero or Totango).

Responsibilities

• Own onboarding and adoption, building success plans with milestones.
• Manage gross and net retention for an assigned book of business.
• Monitor health scores and usage to flag renewal risk early.
• Identify expansion opportunities and generate qualified expansion pipeline.
• Build multi-threaded relationships from admins to CISOs and CIOs.
• Voice of the customer to Product and Engineering.
• Keep account plans, renewal forecasts, and CS KPIs current in CRM.

Skills

Customer success

Account management

B2B SaaS

Executive communication

Renewals & expansion

Health scores

Tools

Salesforce

Planhat

Gainsight

ChurnZero

Totango

Job description

For our client, we are seeking a Customer Success Manager to join the team of a leader in the Information Technology space.

This remote role will own post-sale customer relationships across a portfolio of B2B accounts, with a focus on adoption, retention, and expansion. You will partner closely with customers and internal teams to ensure successful onboarding, ongoing value realization, and a strong customer experience. This position plays a key role in turning customer outcomes into renewals, growth opportunities, and actionable feedback for product and engineering.

Location: Remote

Compensation: $160,000 - $180,000 annually

Responsibilities

• Own onboarding and adoption, building success plans with clear milestones for each customer
• Manage gross and net retention for an assigned book of business
• Monitor health scores and usage to flag renewal risk early
• Identify expansion opportunities and generate qualified expansion pipeline
• Build multi-threaded relationships from administrators to CISOs and CIOs
• Act as the voice of the customer to Product and Engineering
• Keep account plans, renewal forecasts, and CS KPIs current in CRM

Qualifications

• 5+ years in Customer Success, Account Management, or a similar post-sale role in B2B SaaS
• Proven track record of exceeding retention, renewal, and expansion targets
• Experience managing the full customer lifecycle for enterprise or mid-market accounts
• Confident presenting to technical and executive audiences, including Security Architects, CISOs, and CIOs
• Data-driven with experience using health scores and KPIs to manage a portfolio
• Proficiency with Salesforce and a Customer Success platform (e.g., Planhat, Gainsight, ChurnZero or Totango)

Benefits

• Medical, dental, and vision insurance
• Parental leave
• Life and disability packages
• 401(k) plan with employer-matching contributions
• Performance bonus based on company-wide performance
• Investment in employee tools and skills for collaboration and management

Our client is an equal opportunity employer. We encourage you to apply even if you don't meet every qualification- your background could be exactly what this team needs.