Customer Success Manager II

Overview

Own a portfolio of strategic Growth customers end-to-end, driving activation, adoption, retention and expansion while acting as a trusted advisor.

What you'll do

• Own a portfolio of Growth customers across onboarding, activation, adoption, EBRs, and expansion.
• Drive account activation and time-to-value, ensuring customers reach meaningful outcomes early in their journey.
• Develop and execute customer success plans aligned to customer business objectives.
• Proactively identify adoption gaps, risks, renewal risks, and expansion opportunities.
• Partner closely with Sales/Account Management on account strategy, expansion opportunities, and customer engagement.
• Build strong relationships with multiple stakeholders, including business, technical, marketing, operations, and executive personas.
• Run customer meetings, business reviews, adoption conversations, and value/ROI discussions.
• Use customer data, product usage, engagement signals, and health indicators to drive proactive actions.
• Help establish and continuously improve scalable CS processes, playbooks, and operating rhythms.
• Serve as a subject-matter resource for newer CSMs and contribute to improving the overall team's customer management capabilities.
• Stay current on emerging technologies, including AI, GenAI, MCPs, GTM technology, and data/technology intelligence, and understand how these technologies can create value for customers.

What you'll need

• 3-5 years of experience in Customer Success, Account Management, SaaS, or a related customer-facing role.
• Proven experience managing a portfolio of B2B technology/SaaS customers.
• Demonstrated experience with customer activation, adoption, retention, and expansion.
• Strong understanding of revenue ownership and commercial metrics, including ARR, renewals, expansion, churn, and forecasting.
• Experience working with technology, data, MarTech, RevTech, or adjacent SaaS products.
• Excellent communication and stakeholder-management skills.

Nice to have

• Strong understanding and curiosity around AI, GenAI, MCPs, and emerging technology.
• Highly process-driven with strong attention to detail and operational discipline.
• A self-starter who can operate independently and proactively identify what needs to be done.
• Strong analytical and problem-solving skills, with the ability to translate customer data into actionable recommendations.
• Comfortable working cross-functionally with Sales, Product, Marketing, Support, and Operations.
• Ability to manage ambiguity and build structure in a growing organization.