As the Customer Success Manager you’ll own end-to-end customer outcomes for a portfolio of B2B clients—turning business goals into measurable value with our CDP/Engagement pillar. From onboarding and success planning to adoption, renewal, and expansion, you’ll run a proactive, data-driven motion in a fully remote, high-ownership team. As a trusted advisor, you’ll connect industry best practices to each client’s strategy, ensuring a win-win partnership that scales.

Key Responsibilities

• Build long-term executive and day-to-day relationships; serve as primary point of accountability for health, value, and retention.
• Translate client objectives into success plans with clear KPIs, milestones, and governance; run EBRs/QBRs that drive decisions.
• Challenge the status quo with credible industry guidance; align roadmaps and use cases to deliver continuous business impact.
• Orchestrate cross-functional delivery (solutions, product, data, marketing) to remove blockers and accelerate time-to-value.
• Monitor product adoption and ROI using analytics; surface insights and recommend next actions across the lifecycle.
• Identify expansion and risk early; execute playbooks for upsell, cross-sell, and save motions.
• Educate customers on engagement, personalization, attribution, and lifecycle best practices.
• Maintain clean systems of record (CRM, success platform); document decisions, actions, and outcomes.
• Represent the customer internally; funnel feedback to improve product, services, and processes.
• Own renewals in partnership with Sales/AM, ensuring commercial alignment and mutual success.

Ideal Candidate

• 2–3 years in B2B SaaS (e-commerce/retail, analytics, or marketing tech) as CSM/AM or similar client-facing role.
• Fast grasp of business models and growth levers; comfortable mapping KPIs to customer journeys and stages.
• Working knowledge across: online analytics/BI, performance marketing, product management, marketing automation, A/B testing, personalization, lifecycle/CLV, segmentation, attribution, prediction.
• Familiarity with marketing cloud/CDP concepts and data flows; able to speak both business and basic technical language.
• Proven project/program leadership—driving cross-functional teams to outcomes amid ambiguity.
• Analytical thinker who uses data to prioritize, recommend, and validate next steps.
• Organized, self-directed, and reliable across multiple accounts and deadlines.
• Excellent English written/spoken communication; confident with executive presence.
• Bonus: experience leading teams or a B2B venture; additional languages; e-commerce domain expertise.

Benefits & Perks

• High-trust, virtual-first culture with flexible hours; global hubs and periodic company events.
• Clear values, feedback, and development paths (workshops, leadership programs, coaching).
• Annual professional learning budget and ongoing competency growth opportunities.
• Well-being support: EAP access, mindfulness tools, global “DisConnect” days, and wellness activities.
• Inclusive leave programs, including extended parental leave.
• Company-wide bonus participation and equity eligibility (role/location dependent).