Senior Customer Success Manager (B2B SaaS)

Location: Remote, with travel to San Francisco during onboarding and periodically for customer or team events

Company

Early-stage B2B SaaS startup building an agentic CPQ platform for enterprise revenue teams.

What you will do

• Act as a strategic advisor to revenue and revenue operations leaders, from RevOps managers to CROs.
• Own the post-go-live customer lifecycle, including handoffs, configuration refinements, workflow adjustments, and support escalations.
• Plan and host Quarterly Business Reviews that connect product usage with business outcomes and quantify ROI.
• Monitor customer health using usage, engagement, and support data, and proactively address risks.
• Identify expansion opportunities and partner with Sales to close them.
• Represent customer feedback internally and set clear expectations around the product roadmap.

Requirements

• 5–8 years of experience in customer success, account management, or consulting at a B2B SaaS company.
• Track record of owning retention and renewal targets for a book of business.
• Experience managing the post-implementation lifecycle for a technical or configurable product.
• Ability to build executive relationships, run data-backed QBRs, forecast renewals, negotiate, and drive expansion.
• Builder’s mentality with the ability to define Customer Success processes in an ambiguous environment.
• Willingness to travel to San Francisco during onboarding and periodically for customer or team events.

Nice to have

• Experience with CPQ, deal desk, billing, or RevOps tooling.
• Early-stage startup background, especially as a founding or early Customer Success hire.

Culture & Benefits

• Medical, dental, and vision benefits for employees and their families.
• Lunch, dinner, snacks, and coffee provided.
• Flexible take-what-you-need vacation policy.
• Opportunity to build the Customer Success function and define scalable playbooks.