Customer Success Manager

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 Youll 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

Up to 300k to 350K OTE for exceptional candidates & equity

NO VISA SPONSORSHIP

RECRUITING ADVICE

Traits to prioritize

• 6 years managing Customer Success teams with 105% NRR track record
• Designed and executed proactive outreach motions for customer success / client-facing teams
• Experience hiring developing and managing individual contributors

Red flags to avoid

• Candidates who need hand-holding or direction - we need an ownership mindset
• Remote-only candidates - this role requires in-person collaboration

How to make a candidate stand out

• Multi-product company experience with complex upsell motions
• Data-driven approach to customer success with proven results

Selling points

• Massive expansion opportunity: 150% NDR with huge untapped potential
• First CS leader: Build the function from scratch with CEO support leading and scaling the more junior team

Recruit from - restaurant & hospitality tech companies consulting firms with GTM & client-facing experience Saas companies serving SMBs and franchises with POS operations or payment solutions

Avoid companies with very basic or straightforward products limiting upsell experience & large late-stage companies