Customer Success Manager (SaaS)

Join our team as a Customer Success Manager (SaaS) and take ownership of a portfolio of accounts, ensuring customers realize measurable value from our platform. You will work closely with Account Executives and other teams to drive customer success and retention. This role requires strong relationship-building skills, analytical abilities, and a deep understanding of customer needs and business outcomes.

• Maintenir la santé des comptes et identifier proactivement les risques de désabonnement.
• Établir et maintenir des relations multi-niveaux au sein des organisations clientes, en comprenant leur flux de travail.
• Diriger des revues commerciales structurées (QBR) qui démontrent la valeur mesurable livrée par rapport aux KPI du client.

• Experience working alongside Account Executives in a land-and-expand model. Understands where CS ends and commercial ownership begins
• Exposure to energy, utilities, asset-intensive industries, or infrastructure software is strongly preferred
• 5+ years in Customer Success, Account Management, or a commercially-oriented post-sales role within a SaaS or analytics-driven environment
• Demonstrated experience managing a portfolio of accounts with measurable retention and adoption outcomes
• Organized across a portfolio by using playbooks, templates, and structured cadences rather than reinventing the approach per account
• Analytical: able to build and interpret account health dashboards, adoption metrics, and customer KPI benchmarks using tools such as CSP SaaS, Salesforce, Power BI, or similar
• Confident facilitating executive-level QBRs without a technical resource in the room for standard accounts
• Strong written and verbal communication; able to translate technical complexity into business language for operator-level stakeholders
• Commercially literate: understands GRR, NRR, churn mechanics, and how CS activity connects to revenue outcomes
• BA/BS in Business, Engineering, or a technical/analytical field. Relevant experience may substitute