Customer Success Manager

Overview

As a Customer Success Manager at Salesloft, you safeguard customer value and renewals by translating platform capability into measurable revenue outcomes. You’ll manage a defined book of business, using AI-backed health signals and usage data to prioritize actions and drive expansion. You collaborate with executives and cross-functional teams to demonstrate ROI and advocate for customers. This role sits at the heart of a customer-inspired, revenue-focused culture, leveraging AI-enabled insights to scale value across accounts.

Responsibilities

• Own retention, adoption, and net revenue expansion for a defined book of business, translating goals into a value realization plan.
• Prioritize actions using AI-surfaced health signals and product usage data to address critical moments first.
• Lead strategic business reviews with customer stakeholders and executives, linking usage to revenue outcomes and ROI.
• Partner with Account Management to identify and drive expansion opportunities grounded in demonstrated value.
• Advocate for customers cross-functionally, feeding product feedback to Product/Engineering and coordinating internal resources to resolve challenges.
• Drive adoption via tailored enablement, onboarding support, and ongoing strategic guidance aligned to customer goals.

Key requirements

• Proven track record in Customer Success, Account Management, or post-sale at a B2B SaaS company with retention and expansion outcomes
• Ability to manage a book of business and meet or exceed retention and net revenue expansion targets
• Comfort with product usage data and customer health signals to guide decisions
• Strong executive presence to run business reviews and build trust with senior stakeholders
• Excellent written and verbal communication to translate platform capabilities into business outcomes
• Experience with a sales engagement, revenue intelligence, or revenue operations platform (e.g., Salesloft, Clari, Gong, Outreach)
• Familiarity with AI-driven customer health scoring, engagement analytics, or predictive churn signals
• Experience partnering with Account Management on expansion in a shared-account model

• relationship builder
• data-driven
• proactive ownership
• Salesloft
• Clari
• Gong

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