Enterprise B2B SaaS Customer Success Manager

Evlo AI; Boston (MA); On-site; USD 90,000 - 130,000; Full time

Job summary

Evlo AI is seeking a Customer Success Manager to own post-sale relationships for a portfolio of B2B SaaS customers. You will translate customer goals into onboarding plans, success milestones, and product feedback, partnering with solutions engineers, product, and sales.

You will lead onboarding, adoption, renewal planning, and executive communications, ensuring retention and expansion through data-driven reviews and strategic health metrics.

Qualifications

• 3-8 years of experience in customer success or related client-facing SaaS role.
• Experience managing a portfolio of B2B technology customers through onboarding, adoption, renewal, and expansion.
• Strong understanding of SaaS metrics including retention, churn, net revenue retention, and product adoption.
• Hands-on experience with CRM and CS platforms such as Salesforce, Gainsight, Vitally, or Catalyst.

Responsibilities

• Manage a portfolio of mid-market and enterprise SaaS accounts, including onboarding, adoption, renewal planning, and executive communication.
• Build success plans with defined business outcomes, milestones, health metrics, and mutual action plans.
• Lead recurring business reviews using product usage data, support trends, and customer ROI metrics.
• Identify churn and expansion signals and coordinate timely intervention plans.
• Partner with solutions engineering and product teams to resolve technical blockers (APIs, integrations, SSO, data workflows).
• Collaborate with account executives on renewals, cross-sell, and expansion while maintaining forecasts and CRM notes.
• Capture customer feedback, develop case studies and references, and communicate needs to stakeholders.

Skills

Customer success

Account management

Stakeholder management

Project management

Discovery

Presentation

Communication

SaaS metrics

CRM (Salesforce)

Data analysis

Education

Bachelor's degree in business, technology, communications, or related field

Tools

Salesforce

Gainsight

Vitally

Catalyst

Job description

Evlo AI is seeking a Customer Success Manager to own post-sale relationships for a portfolio of B2B SaaS customers. You will translate customer goals into onboarding plans, success milestones, and product feedback, partnering with solutions engineers, product, and sales.

You will lead onboarding, adoption, renewal planning, and executive communications, ensuring retention and expansion through data-driven reviews and strategic health metrics.