Strategic CSM for Enterprise SaaS Growth & Retention

Evlo AI; Washington (District of Columbia); Sur place; USD 90 000 - 130 000; Plein temps

Résumé du poste

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

Qualifications

• 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.

Responsabilités

• 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.

Connaissances

Account management

Customer retention

Executive communication

QBR facilitation

Technical communication

Formation

Bachelor's degree or equivalent

Outils

Gainsight

ChurnZero

Salesforce

HubSpot

Description du poste

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