- Company Name
- Mouseflow
- Job Title
- Customer Success Manager
- Job Description
-
Job title
Customer Success Manager
Role Summary
Drive satisfaction, adoption, and long‑term retention for enterprise customers of a B2B SaaS analytics platform. Own a portfolio of high‑value accounts, secure Net Revenue Retention (NRR) through proactive engagement, upsell, renewal, and advocacy, while serving as the strategic advisor who translates customer goals into actionable platform outcomes.
Expectations
* Minimum 2 years of proven experience in Customer Success or Enterprise Account Management within B2B SaaS.
* Fluency in English (written & oral); additional languages are a plus.
* Commercial acumen: ability to diagnose business pain points and identify upsell opportunities that align with customer objectives.
* Familiarity with HTML, CSS, JavaScript, and tag‑management systems (e.g., GTM).
* Proficient with a CRM such as HubSpot or similar.
* Strong written and verbal communication skills, capable of simplifying complex concepts for varied audiences (users, executives, product teams).
* Demonstrated ability to build high‑impact stakeholder relationships, challenge constructively, and advocate for customer needs internally.
* Result‑oriented mindset focused on customer health scoring, retention, and NRR targets.
* Collaborative team player who supports peers and shares insights.
Key Responsibilities
* Lead tailored onboarding and training for new enterprise customers, aligning implementation plans with their business goals.
* Serve as the day‑to‑day customer contact from kickoff through renewal, ensuring purposeful touchpoints that drive adoption and value realization.
* Map product capabilities to customer objectives, providing strategic guidance to accelerate platform adoption.
* Monitor account health using CRM data and customer health scores; proactively mitigate risks, re‑engage at‑risk accounts, and implement retention strategies.
* Spot and qualify upsell/renewal opportunities; negotiate and close expansions that advance NRR goals.
* Cultivate customer advocacy by coordinating speaking slots, case studies, and webinars for enterprise clients.
* Relay customer feedback to product and engineering teams, influencing roadmap priorities and feature development.
* Continually refine the end‑to‑end customer journey, seeking improvements that enhance satisfaction and adoption.
Required Skills
* Enterprise Customer Success / Account Management in B2B SaaS
* Strategic account planning, adoption, and retention
* Upsell, cross‑sell, and renewal negotiation
* Stakeholder management & executive communication
* CRM proficiency (HubSpot, Salesforce, or equivalent)
* Basic technical fluency (HTML, CSS, JavaScript, GTM)
* Data‑driven decision making and customer health monitoring
* Problem‑solving, commercial mindset, and proactive engagement
* Collaboration, humility, and accountability to achieve NRR targets
Required Education & Certifications
* Bachelor’s degree in Business, Marketing, Computer Science, or related field preferred (equivalent experience acceptable).
* No specific certifications required; knowledge of SaaS customer success frameworks or sales certifications (e.g., Certified Customer Success Manager, HubSpot Inbound, etc.) is advantageous.