About the role
Our client is hiring a Customer Success Manager based in Boston, MA. This is a full-time role with a on-site work mode.
What you'll do
- Lead quarterly business reviews with executive sponsors across each account.
- Partner with Sales and Product to surface upsell opportunities and product gaps.
- Build customer success plans that map directly to each customer's desired outcomes.
- Reduce churn by surfacing risk signals early and orchestrating cross-functional saves.
- Develop playbooks for adoption, onboarding hand-off, and renewal motions.
What you'll bring
- Hands-on experience with a CSM platform such as Gainsight, Catalyst, Vitally, or ChurnZero.
- 3+ years in Customer Success, Account Management, or post-sales at a B2B SaaS company.
- Demonstrated ownership of net revenue retention or gross retention.
- Comfort with data — you can pull a usage report and turn it into a clear story.
Nice to have
- Experience working in a startup environment with shifting priorities.
- SQL or BI tool (Looker, Mode, Metabase) literacy.
- Background in the customer's industry (fintech, healthcare, e-commerce, etc.).
Skills relevant to this role
Account management, Renewals & expansion, QBRs, Salesforce, Gainsight or similar, Stakeholder management
About the company
Our client is a financial services company serving customers across North America. The Boston, MA office leads customer and operations functions.
Apply for this role
We respond within one business day after the role closes.