Customer Success Manager (B2B, IT / SaaS Industry)

About the role

We are looking for a strategic Customer Success Manager to own the full lifecycle of our global B2B accounts in the IT and SaaS sector. You will guide customers from onboarding through adoption, expansion and renewal, ensuring they achieve measurable business outcomes with our solutions.

Key responsibilities

• Manage end‑to‑end customer lifecycle for global accounts, including onboarding, adoption, growth and renewal.
• Lead onboarding initiatives with clear success criteria and timelines.
• Build and maintain strong relationships with stakeholders across regions and time zones.
• Act as a trusted advisor, providing best‑practice guidance and driving measurable value.
• Monitor customer health, usage trends and proactively identify risks and opportunities.
• Conduct regular business reviews to align objectives and share insights.
• Identify expansion opportunities and collaborate with Sales and Account Managers.
• Own renewal planning and execution to maintain high retention rates.
• Collect customer feedback and deliver structured insights to internal teams.

Required profile

• Excellent communication skills with the ability to engage multicultural stakeholders.
• Comfortable working across time zones to support global customers.
• Proactive, accountable and able to manage multiple accounts independently.
• Team‑oriented mindset in a small, fast‑moving organization.
• 4–7 years of experience in B2B consulting, customer success, account management or related roles.
• Post‑sales experience in the IT or SaaS industry, preferably with corporate clients.
• Experience managing global or multi‑regional accounts.

Required skills

• Salesforce
• Gainsight (or similar customer management systems)