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Customer Success Manager
3 weeks ago
We are hiring on behalf of one of our clients, a leading RegTech SaaS company that helps global enterprises in banking, fintech, gaming, and compliance sectors manage regulatory obligations and reduce risk. Their solutions are trusted by top organizations worldwide.
Role Overview
The Customer Success Manager (CSM) will be responsible for building strong, long-term relationships with enterprise clients, ensuring they achieve measurable value from the SaaS platform. You will act as a strategic partner, driving adoption, retention, and account growth. The role requires a blend of customer advocacy, business acumen, and technical understanding to deliver a best-in-class customer experience.
Key Responsibilities- Serve as the primary relationship owner for assigned enterprise accounts.
- Lead customer onboarding, training, and adoption programs to ensure success.
- Drive renewals, retention, and expansion, meeting Net Revenue Retention (NRR) and churn targets.
- Conduct Quarterly Business Reviews (QBRs) and regular check-ins with senior client stakeholders.
- Proactively monitor customer health scores, product usage, and satisfaction to identify risks and opportunities.
- Collaborate with product, engineering, and support teams to resolve issues and escalate where needed.
- Identify and pursue upsell and cross-sell opportunities in collaboration with the sales team.
- Advocate for the customer internally, sharing insights and feedback with product and leadership teams.
- Maintain accurate records of customer interactions, renewals, and pipeline in CRM and success tools.
- Develop customer-facing resources (playbooks, FAQs, success guides) to enable scalable success.
Requirements
- Bachelor’s degree in Business, Marketing, IT, or related field.
- 4–6 years of experience in customer success, account management, or client engagement roles, preferably in SaaS or enterprise technology.
- Proven track record of owning renewals and expansions in B2B SaaS.
- Strong understanding of SaaS metrics (churn, NRR, adoption rate, customer health score).
- Excellent relationship management and communication skills, with experience presenting to senior stakeholders.
- Strong problem-solving and analytical skills with a customer-first mindset.
- Experience with CRM and customer success tools (Salesforce, Gainsight, HubSpot, Totango, etc.).
- Experience in RegTech, fintech, or compliance SaaS.
- Ability to manage enterprise customers with complex compliance processes and multiple stakeholders.
- Exposure to enterprise SaaS contract negotiations (renewals, upsells).
- Ability to work cross-functionally in a global, fast-paced environment.
