Customer Success Manager

Evlo AI; Washington (District of Columbia); Vor Ort; USD 90.000 - 130.000; Vollzeit

Zusammenfassung

Evlo AI is seeking a results-driven Customer Success Manager to own a portfolio of mid-market and enterprise SaaS accounts in a post-sale capacity from Washington, DC. You will drive onboarding, adoption, renewals, and expansion for a cloud data-integration platform used by technical and business teams daily.

As the customer's strategic partner, you’ll translate usage data and product feedback into outcomes that improve retention and net revenue retention, lead quarterly business reviews, and

Qualifikationen

• 3-6 years of customer success, account management, or client-facing experience in B2B SaaS.
• Track record managing a book of business with measurable retention or NRR results.
• Comfortable discussing technical concepts — APIs, data flows, integrations — with both engineers and executives.
• Hands-on experience with CS platforms (Gainsight, ChurnZero) and Salesforce or HubSpot.
• Strong presentation and written communication skills; experience running QBRs and executive meetings.
• Bachelor's degree or equivalent practical experience.
• Bonus: experience in data infrastructure, integration, or analytics products; SQL or BI dashboards familiarity.

Aufgaben

• Own a portfolio of 20-30 accounts with full accountability for renewal rates, net revenue retention, and expansion pipeline.
• Run structured onboarding programs, coordinating with implementation engineers on API configurations, data pipelines, and success plans.
• Monitor product usage and health scores via CS platforms; proactively intervene on at-risk accounts with save plans.
• Lead quarterly business reviews for admins to VP-level, presenting adoption metrics, ROI summaries, and product roadmaps.
• Identify upsell and cross-sell opportunities and hand off qualified expansion leads to account executives.
• Serve as the voice of the customer, channeling product feedback and escalations to product and engineering teams.
• Maintain accurate account records, renewals forecasts, and risk logs in Salesforce.

Kenntnisse

Account management

Customer retention

Executive communication

QBR facilitation

Technical communication

Ausbildung

Bachelor's degree or equivalent

Tools

Gainsight

ChurnZero

Salesforce

HubSpot

Jobbeschreibung

About The Role

The role owns a book of mid-market and enterprise SaaS accounts post-sale: driving onboarding, adoption, renewals, and expansion for a cloud data-integration platform used by technical and business teams daily.

About The Role

The role owns a book of mid-market and enterprise SaaS accounts post-sale: driving onboarding, adoption, renewals, and expansion for a cloud data-integration platform used by technical and business teams daily.

You are the customer's strategic partner and internal advocate — translating usage data and product feedback into outcomes that drive retention, NRR growth, and referenceable relationships.

Key Responsibilities

• Own a portfolio of 20-30 accounts with full accountability for renewal rates, net revenue retention, and expansion pipeline
• Run structured onboarding programs, coordinating with implementation engineers on API configurations, data pipelines, and success plans
• Monitor product usage and health scores via tools like Gainsight or ChurnZero; proactively intervene on at-risk accounts with documented save plans
• Lead quarterly business reviews for stakeholders from admins to VP-level, presenting adoption metrics, ROI summaries, and product roadmaps
• Identify upsell and cross-sell opportunities and hand off qualified expansion leads to account executives
• Serve as the voice of the customer, channeling product feedback and escalations to product and engineering teams
• Maintain accurate account records, renewals forecasts, and risk logs in Salesforce

What We Are Looking For

• 3-6 years of customer success, account management, or client-facing experience in B2B SaaS
• Track record managing a book of business with measurable retention or NRR results
• Comfortable discussing technical concepts — APIs, data flows, integrations — with both engineers and executives
• Hands-on experience with CS platforms (Gainsight, ChurnZero) and Salesforce or HubSpot
• Strong presentation and written communication skills; experience running QBRs and executive meetings
• Bachelor's degree or equivalent practical experience
• Bonus: experience in data infrastructure, integration, or analytics products; formal CS methodology training; familiarity with SQL or BI dashboards for customer reporting