Job Description

Our client, a rapidly growing B2B marketplace, is seeking a Customer Success Manager to drive customer retention, expansion, and long-term value across a multi-product platform. This role is highly strategic and revenue-focused, leading the post-sale engine that powers growth within the existing customer base.

What You'll Do

• Build and lead a high-performing Customer Success team focused on expansion and upsell across a multi-product SaaS suite
• Develop the systems, processes, and playbooks needed to identify, prioritize, and capture expansion opportunities
• Own and optimize the customer lifecycle, including onboarding, QBRs, renewals, and ongoing account health
• Use data to track product adoption, churn indicators, and revenue expansion potential; report insights to leadership
• Partner cross-functionally with Sales, Product, and Implementation to drive cross-sell and upsell momentum
• Build executive-level relationships within key accounts and act as a trusted advisor and internal advocate
• Coach and elevate CSMs to strengthen commercial skills, accountability, and customer-centric execution

What Were Looking For

• 6 to 10 years of Customer Success or Account Management leadership experience, managing teams of 5-10+
• Proven record in NRR 105-115%+ , expansion ownership, and retention excellence at scaling SaaS companies
• Strong experience building revenue-oriented CS motions in high-growth, early-stage environments (Series AC)
• Fluent in customer metrics: cohort analysis, health scores, renewal forecasting, product-usage insights
• Background in B2B SaaS; experience with multi-product portfolios is a major plus
• Bonus: exposure to restaurant, hospitality, supply chain, or delivery-adjacent technology
• Exceptional communication skills with strong executive presence and the ability to lead cross-functional alignment

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