Customer Success Manager
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Job Description
Customer Success Manager managing onboarding and retention for a $5M ARR portfolio in an AI SaaS company. This role drives customer success and revenue growth through automation and strategic planning.
Responsibilities:
- Lead high-impact onboarding to ensure rapid activation and early business wins
- Drive adoption of Suzy’s AI-powered SaaS platform and embed it into customer workflows
- Own customer outcomes and retention across a ~$5M book of business
- Develop success plans aligned to executive KPIs and business objectives
- Proactively identify churn risk and implement mitigation strategies
- Own and close first-term renewals, partnering with Sales as appropriate
- Surface and qualify expansion opportunities for the Commercial team
- Deliver executive-level business reviews demonstrating measurable ROI
- Leverage CSM automation workflows and scalable processes to efficiently manage and grow your portfolio
- Partner cross-functionally with Sales, Product, and Support to optimize the customer lifecycle
Requirements:
- 3–5+ years of experience as a SaaS or AI Client Success Manager (required)
- Proven experience managing and renewing significant ARR portfolios
- Demonstrated success driving retention and influencing revenue outcomes
- Experience or knowledge of consumer insights or market research preferred
- Experience supporting enterprise or mid-market SaaS customers
- Ability to translate AI and data platform capabilities into measurable business results
- Strong executive communication and presentation skills
- High ownership mindset and comfort operating in a performance-driven environment
- Experience working within structured customer lifecycle and automation workflows
Benefits:
- We take care of our employees and their families. We have generous health dental and vision benefits, and our 401K plan vests immediately
- A friendly, fun, and collaborative work environment that allows for frequent exposure to executives
- The opportunity to make an immediate impact as a part of a fast-growing company
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