Customer Success Manager

• Serve customers across a shared portfolio, working from a prioritized queue rather than a fixed account list
• Deliver proactive lifecycle touchpoints, including onboarding confirmation, adoption checkpoints, and structured pre-renewal reviews
• Respond to inbound customer needs within team coverage standards and see them through to resolution
• Build credibility quickly with new stakeholders
• Act as the internal voice of the customer and identify portfolio-wide patterns
• Guide customers on best practices, implementation planning, and usage optimization
• Deliver product demonstrations to drive adoption and unlock new use cases
• Collaborate with Support and Product teams to troubleshoot and resolve issues
• Translate technical capabilities into customer-focused business outcomes
• Execute and improve standardized success plays
• Confirm and document customer outcomes
• Detect churn risk through health signals, usage decline, support friction, and stakeholder change
• Run pre-renewal reviews and prepare renewal readiness information
• Hand off renewals to the Renewals CSM with complete context
• Identify cross-sell and up-sell opportunities and route them to Sales
• Maintain rigorous account documentation and accurate data in Totango and Salesforce
• Manage concurrent customer conversations and contribute to team KPIs

• 2 to 4 years of experience in Customer Success, Account Management, Technical Support, or a similar customer-facing role in B2B SaaS
• Balance of technical aptitude and business acumen
• Exposure to networking, DNS, DHCP, IPAM, or infrastructure is an asset
• Comfort serving many customers at once and prioritizing by signal rather than relationship history
• Excellent written communication
• Strong documentation habits and discipline about leaving a clean trail for teammates
• Experience delivering demos and running structured customer conversations
• Familiarity with CS and CRM tooling, such as Totango or Salesforce
• Proactive, driven, accountable, coachable, and customer-obsessed

• A Professional Development Budget
• Dedicated Wellness Days and Wellness Week
• A Lifestyle Spending Account
• An Employee Recognition Program
• Comprehensive benefits encompassing health, financial well-being, and overall wellness
• Exceptional work environment, enriching employee programs, and company culture