Customer Success Manager

About the roleOur client, a Series B B2B SaaS company headquartered in San Francisco, is hiring a Customer Success Manager to own a portfolio of mid-market and enterprise accounts. This is a hybrid role — three days a week in the SoMa office.You'll own renewals and net retention for a book of 20–30 customers, partner closely with Sales and Product, and act as the executive sponsor for your accounts.What you'll doOwn a portfolio of 20–30 mid-market and enterprise customers, with full accountability for renewals and net revenue retention.Run quarterly business reviews with executive sponsors at each account.Build customer success plans that map to each customer's defined outcomes, and review progress monthly.Partner with Sales on expansion opportunities and with Product on the highest-impact feedback.Lead the response when an account shows risk — orchestrate cross-functional saves and document the post-mortem.What you'll bring3–6 years in Customer Success, Account Management, or post-sales at a B2B SaaS company.Demonstrated ownership of NRR or GRR for a meaningful book of business.Comfort with data — you can pull a usage report and turn it into a clear story.Strong written and verbal communication; comfortable presenting to VP- and C-level stakeholders.Hands-on experience with a CSM platform (Gainsight, Catalyst, Vitally, Planhat, or ChurnZero).Nice to haveExperience in our client's vertical or working with the customer segment.Working knowledge of SQL or a BI tool (Looker, Mode, Metabase).Background scaling a CS team — playbooks, hiring, motion design.Skills relevant to this roleAccount management, Renewals & expansion, QBRs, Salesforce, Gainsight or similar, Stakeholder management, Data storytellingAbout the companyOur client is a profitable Series B B2B SaaS company building software for modern operations teams. The team works out of San Francisco with a hybrid culture — three days a week in the SoMa office, the rest from wherever.