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Customer Success Manager
Location
District of Columbia + 2 moreAll locations: District of Columbia | Maryland | Washington
Posted
129 days ago
Salary
0
Seniority
Senior
Job Description
Customer Success Manager
Pinpoint Applicant Tracking System
• Own renewals and expansion end-to-end across your portfolio, with full accountability for Net Revenue Retention • Drive retention by proactively identifying risk, influencing adoption, and leading renewal strategy • Confidently lead upsell and expansion conversations, shaping opportunities, building business cases, and closing incremental revenue • Build strong multi-stakeholder relationships across accounts, ensuring high customer sentiment, advocacy, and long-term value • Support customers through complex technical challenges, including managing escalations and staying close to day-to-day product issues in partnership with Support and Product • Use on-site visits strategically to unblock risk, deepen relationships, and secure renewals or expansion when it counts • Partner with customers to define success metrics and create tailored success plans aligned to their business goals • Act as the voice of the customer internally, feeding insights into Product, Engineering, Sales, and Support • Track and analyze customer health signals, spotting usage, maturity, and growth-based expansion opportunities and turning insight into action • Balance strategic planning with day-to-day problem solving, staying close to customer reality
Job Requirements
- 3+ years in Customer Success within B2B SaaS, with a proven track record of renewals, upsell, and expansion
- Experience in an early-stage or high-growth SaaS environment strongly preferred
- Experience managing a meaningful commercial portfolio (ideally ~$1M+ ARR, 30–80+ accounts)
- Comfortable owning revenue outcomes as a CSM and being measured on NRR
- Experience supporting configurable or platform-style B2B SaaS products, rather than simple point solutions
- Comfortable working across multiple customer personas, from day-to-day operators to senior decision-makers
- Commercially sharp, able to build business cases and influence stakeholders with credibility
- High-ownership mindset — you run your portfolio like a business
- Calm under pressure and effective at managing proactive lifecycle engagement alongside reactive problem-solving when things go wrong
- Data-driven, able to spot trends and turn insight into action
- Background in HR tech, recruiting tech, or hands-on recruiting experience is a strong plus
- Based in the US (EST or CST), with work authorization and willingness to travel up to 10%
Benefits
- Comprehensive healthcare – Excellent medical, dental, & vision coverage for you and your family
- Unlimited holidays – Take the time you need to rest and recharge
- Mental health support – Unlimited, immediate access to professional counseling via Spill
- Retirement contributions – 401k or pension contributions depending on your location
- Remote-first – Work where you’re most productive, with flexibility and trust as the default
- Equity with real upside – Share in the long-term value you help create
- Fully paid parental leave – Up to 16 weeks of paid leave for new parents
- Learning budget – Annual funds for courses, books, or anything that supports your growth
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