Senior SaaS Customer Success Manager — Onboarding & Growth

PurpleLab; Wayne (PA); On-site; USD 85,000 - 120,000; Full time

Job summary

PurpleLab is seeking a Customer Success Manager to onboard new customers and deepen relationships across the client base. You will collaborate with sales, product, and engineering to drive adoption, renewals, expansion, and advocacy.

You will interpret customer outcomes from data and feedback to shape onboarding strategies and retention programs, participate in pre-sales demos, and provide post-go-live support.

Qualifications

• Bachelor’s degree required.
• 5+ years customer success experience in SaaS or DaaS.
• Experience in advertising, healthcare data analytics, Life Science or payer-provider markets.
• Experience with SQL or other data analytics tools.

Responsibilities

• Serve as adviser to current and prospective customers to ensure onboarding, engagement, renewals, and expansion of the client relationship.
• Understand customer outcomes by communicating with customers and analyzing health metrics.
• Represent customer voice to inform core product, marketing, and sales processes.
• Collaborate with teams to support renewals and expansion opportunities.
• Lead onboarding of new customers, train platform end users, and provide post-go-live support.
• Configure the software platform per customer requirements and troubleshoot issues.
• Gauge engagement levels and provide product feedback for improvements.
• Provide insights to maximise platform value and grow the customer base.
• Stay informed about competing products and services.
• Perform other duties as needed to support business objectives.

Job description

PurpleLab is seeking a Customer Success Manager to onboard new customers and deepen relationships across the client base. You will collaborate with sales, product, and engineering to drive adoption, renewals, expansion, and advocacy.

You will interpret customer outcomes from data and feedback to shape onboarding strategies and retention programs, participate in pre-sales demos, and provide post-go-live support.