Customer Success Manager

About Your Role: 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. Who You Are : A Proven Professional: You have a minimum of 2 years of hands-on experience as a Customer Success Manager or in a similar strategic account management role within a B2B SaaS company. Strategic Relationship Builder: You are a skilled executive communicator who can develop deep, trust-based relationships with key stakeholders, including C-level executives and decision-makers. Value and ROI Focused: You are adept at identifying a customer's core business challenges and mapping our platform's capabilities directly to their measurable business outcomes. Growth Driver: You have a track record of driving higher net retention by identifying, scoping, and closing upsell and cross-sell opportunities within your assigned accounts. Data-Driven: You use customer usage data, health scores, and business metrics to inform your strategy, proactively address risks, and confidently present your findings in formal Executive Business Reviews (EBRs). Your Typical Day: Strategic Account Ownership: 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. Executive Business Reviews (EBRs): 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. Risk Mitigation & Renewal: 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. Expansion & Revenue Growth: 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). Product Expertise & Advocacy: 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. Schedule : The required working hours for this role are 9:00 AM–5:30 PM (GMT), Monday through Friday. Candidates must be willing and able to maintain this schedule on an ongoing basis. Experience : 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. Bachelor’s degree preferred in Business, Marketing, or a related field. What We Believe: One Team - Everyone belongs here, and whether it's your first day or you're the CEO, your voice and ideas matter to us. By embracing the "One Team* core value, we can harness the power of collaboration to drive innovation, overcome challenges, and achieve outstanding results. Fuel Potential - Providing individuals with the necessary tools, resources, and support to enable their success and uplift their potential. We empower our team and lift them to higher levels of achievement, both personal and professional. Real Connections - It's a cluttered, digital world out there, but our connections are real. Personal connections matter, and we want to build real connections with our peers and customers. Unboxed Thinking - We encourage our team to think creatively and approach challenges from fresh perspectives. We believe that by encouraging and supporting diverse ideas, we can uncover innovative/groundbreaking solutions and deliver an exceptional product and experience. Customer Centric - We understand that our success depends on our customers' success, and we are dedicated to giving every customer that wow moment at every touchpoint. At the end of the day, our customers' satisfaction and happiness are our ultimate measures of success. What You'll Love: Comprehensive Medical Plans plans - we’ve got you covered! Take-What-You-Need Time Off LSA (Lifestyle Spending Account) with Compt 401K Plan FSA Plan Free General Medical & Mental Health care via Healthjoy Volunteer Time Off Birthday Time Off Generous parental leave benefits for both birthing and non-birthing parents Access to Employee Assistance Programs (EAPs) Financial wellness benefits through Morgan Stanley Remote work environment Who We Are: Sendoso is where you go to build something bigger than yourself. We’re a venture-backed company with multiple revenue streams, more than 500 customers and 15,000 active users, and tens of millions of dollars of funding. Our company is on an unprecedented growth trajectory and we’re looking for people who want to do great things. Ranked #1 on software review sites like G2, Sendoso helps companies stand out by giving them meaningful, new ways to engage with their buyers and customers. Our award-winning Sending Platform connects online and offline experiences via cloud software, automation, and real-world logistics—a feat that few companies have achieved. And we believe that relationships matter, so we’re on a mission to create more human connections in a digital world. If you’re ready to seize tremendous opportunity, take ownership, and do meaningful work that moves the needle, you’re in the right place. Sendoso is an equal opportunity employer: we value diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. By submitting your application, you agree that Sendoso may collect your personal data for recruiting, global organization planning, and related purposes.