Customer Success Manager job description
A customer success manager job description template for B2B SaaS — covering onboarding, expansion, and the metrics that matter (NRR, churn, time-to-value).
About the role
We're hiring a Customer Success Manager to own a portfolio of mid-market and enterprise customers. You'll be the trusted partner who drives adoption, surfaces value, and turns happy customers into long-term champions.
What you'll do
- Own a portfolio of customers across the post-sale lifecycle
- Run kickoffs, business reviews, and ongoing health checks
- Drive product adoption against measurable success criteria
- Identify expansion opportunities and partner with sales to close them
- Be the voice of the customer internally — feed insights to product and engineering
What we're looking for
- 3+ years in a customer success, account management, or consulting role at a B2B SaaS company
- Comfort owning a number — typically retention, NRR, or gross renewal rate
- Strong written and verbal communication; you can lead an executive QBR
- A consultative mindset — you ask before you tell
- Comfort with ambiguity and a willingness to build process from scratch
Nice to have
- Experience with technical products (developer tools, data, AI)
- Prior background as an analyst, engineer, or product manager
- Familiarity with Gainsight, Vitally, or Catalyst
Compensation
$110,000 – $160,000 OTE (US, remote)
Benchmark only — adjust based on location, seniority, and your company's pay bands.
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