Customer Success Manager

Sendoso•Phoenix, AZ

8d•Remote

About The Position

We are seeking an experienced and results-oriented Customer Success Manager (CSM) to own, manage, and strategically grow a dedicated portfolio of our most valued customers. As a CSM, you will be the primary, trusted advisor responsible for driving product adoption, ensuring clients achieve measurable Return on Investment (ROI), and securing high-value renewals and expansions. This is a high-impact, client-facing role requiring a proactive approach, deep strategic thinking, and a proven ability to manage complex relationships within a fast-paced Software as a Service (SaaS) environment. You will play a critical role in strengthening our market presence by transforming satisfied customers into strong advocates and partners. This is a remote position.

Requirements

Minimum of 2+ years of professional experience as a dedicated Customer Success Manager (CSM) in a B2B SaaS environment is mandatory.
Proven ability to own and manage a high-value book of business, consistently meeting or exceeding net revenue retention and expansion goals.
Excellent presentation, negotiation, and written communication skills, with comfort engaging with senior-level executives.
Strong analytical skills with the ability to interpret data (usage, campaign performance, ROI metrics) to build compelling business cases.
Expertise in working with Customer Success Management platforms (e.g., Salesforce, HubSpot, Marketo) and comfort with reporting and presentation tools (Google Sheets/Docs/Slides).
Proven track record of managing and expanding accounts within Marketing and Sales orgs, demonstrating a deep understanding of their unique Ideal Customer Profiles (ICPs), KPIs (e.g., MQL-to-SQL conversion), and campaign lifecycles.

Nice To Haves

Bachelor’s degree preferred in Business, Marketing, or a related field.

Responsibilities

Own the entire customer lifecycle for a dedicated book of business, from post-sales onboarding through renewal. Develop and execute detailed Customer Success Plans focused on business outcomes.
Prepare and lead quarterly or semi-annual EBRs with customer leadership to review strategic goals, demonstrate realized value and ROI, and present recommendations for maximizing future success.
Proactively monitor customer health and adoption metrics. Lead all commercial conversations, including managing the entire renewal process (forecasting, negotiation, and closing) to secure long-term contracts.
Work closely with the Sales/Account Management team to identify, qualify, and build business cases for expansion opportunities (upsell/cross-sell) within your portfolio, driving increased Annual Recurring Revenue (ARR).
Maintain deep expertise in our platform and its use cases. Capture and synthesize critical customer feedback to influence internal product direction and champion successful customers for case studies and referrals.