Customer Success Manager

Jazz • Boston, MA

14h • Onsite

About The Position

Jazz is seeking a Customer Success Manager to own the full post-sale customer lifecycle, from onboarding and adoption through renewal and expansion. The role focuses on understanding each customer’s environment, anticipating issues through account signals, and translating platform data into clear narratives for customer executives, including CISOs.

The Customer Success Manager will work with the Field team in Boston and collaborate with Sales, Solutions Engineering, Product, and company leadership. Reporting to the Director of Customer Success, this person will help build Jazz’s Customer Success function, processes, and customer experience as the company scales.

Requirements

• Four to seven years of experience in a customer-facing B2B SaaS role.
• At least two to three years of experience in security or a related field such as identity, compliance, endpoint, or CASB.
• College degree; a technical or business background is preferred.
• Startup experience and ability to create structure in an environment where processes are still being established.
• Experience managing a portfolio of enterprise accounts with ARR responsibility.
• Experience having substantive conversations with CISOs.
• Fluency with Salesforce, including health scores, activity logging, pipeline management, and reporting.
• Ability to write concise summaries, executive business review decks, and save plans.
• Strong interpersonal judgment, including recognizing customer frustration and knowing when to push or listen.
• Ability to handle renewal, pricing, and overage conversations comfortably.
• Ability to turn platform data into a narrative suitable for a CISO’s board presentation.
• Steady, solution-oriented approach when problems arise, such as delayed features or a departing customer champion.
• Reliability in following through on commitments.

Nice To Haves

• A technical or business background for the college degree.

Responsibilities

• Lead structured customer onboarding from kickoff and drive adoption so customers realize value quickly.
• Own the post-sale lifecycle through renewal and expansion.
• Build and maintain portfolio health scores and act early on account risks.
• Run quarterly executive business reviews and contribute to customer advisory activities.
• Develop a Voice of Customer practice that captures alert patterns, feature requests, and expansion signals, and work with Product to inform roadmap priorities.
• Own renewal conversations, identify expansion opportunities, and run save plans for at-risk accounts with clear actions, timelines, and owners.
• Develop customer advocacy by managing case studies, Gartner Peer Insights reviews, customer speakers, and logo approvals.
• Maintain accurate Salesforce records by logging calls, action items, and risk flags.
• Translate platform data into narratives that CISOs can present to their boards.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level