Enterprise CSM: Renewal & Expansion Lead

Evlo AI; San Francisco (CA); On-site; USD 120,000 - 180,000; Full time

Job summary

Evlo AI is seeking a results-driven Customer Success Manager to own a portfolio of mid-market and enterprise SaaS customers post-sale. You will drive onboarding, adoption, retention, and expansion for a cloud data platform used by engineering and analytics teams.

You will manage renewals, build expansion pipelines, and influence product decisions by representing the voice of the customer. Strong technical fluency and executive communication are essential to partner with customers and internal

Qualifications

• 3–6 years of customer success or account management experience at a B2B SaaS company.
• Proven track record of renewals and expansion revenue with strong net revenue retention results.
• Technical fluency: able to discuss APIs, SQL, data pipelines, and cloud architectures.
• Hands-on experience with CS platforms and CRM tools and analyzing usage dashboards.
• Strong executive communication, comfortable presenting QBRs to VPs and C‑level sponsors.
• Bachelor's degree or equivalent practical experience.
• Bonus: experience in data/analytics or developer-tools SaaS.

Responsibilities

• Own a book of 25-40 accounts spanning $1M+ in ARR, serving as the primary contact from onboarding through renewal.
• Run structured onboarding programs with success plans, milestones, and time-to-first-value targets.
• Drive product adoption by conducting quarterly business reviews and analyzing usage data.
• Monitor account health using Gainsight and product telemetry; build risk playbooks and save motions.
• Identify and qualify expansion opportunities and partner with account executives to close them.
• Act as the voice of the customer internally — escalate gaps, coordinate with support and engineering, influence roadmap.
• Maintain accurate CRM records, forecasts, and account plans; report retention and expansion metrics monthly.

Skills

Customer success

Account management

Sales engineering

Executive communication

SQL proficiency

Technical fluency

Education

Bachelor's degree or equivalent

Tools

Gainsight

ChurnZero

Salesforce

Job description

Evlo AI is seeking a results-driven Customer Success Manager to own a portfolio of mid-market and enterprise SaaS customers post-sale. You will drive onboarding, adoption, retention, and expansion for a cloud data platform used by engineering and analytics teams.

You will manage renewals, build expansion pipelines, and influence product decisions by representing the voice of the customer. Strong technical fluency and executive communication are essential to partner with customers and internal