Customer Success Manager | SaaS

• Work with Innovative Technology • High Impact & Ownership

About Our Client

Our client is an early-stage AI startup building technology that helps organizations analyze complex RFPs, tenders, and bid documents. Their platform uses artificial intelligence to extract key requirements, identify risks, and streamline proposal preparation for enterprise teams.

Focused on industries that deal with large and compliance-heavy tenders, the company is on a mission to make bid management faster, smarter, and more reliable through automation and intelligent insights.

Job Description

Customer Onboarding & Implementation • Lead onboarding for new customers and ensure a smooth transition from sales to post-sales. • Guide customers through implementation, configuration, and early product adoption. • Ensure customers achieve their first value milestone quickly.

Customer Relationship Management • Build and maintain strong relationships with key stakeholders. • Act as the primary point of contact for customer success and ongoing engagement. • Conduct regular check-ins, business reviews, and success planning sessions.

Product Adoption & Value Realization • Monitor customer usage and proactively drive product adoption. • Identify opportunities to improve customer outcomes and efficiency. • Share best practices and provide guidance on product capabilities.

Retention & Expansion • Manage renewals and help drive account expansion opportunities. • Identify upsell or cross-sell opportunities and collaborate with the sales team. • Proactively mitigate churn risks by addressing customer concerns early.

Customer Advocacy • Gather product feedback and communicate insights to product and engineering teams. • Encourage satisfied customers to participate in case studies, testimonials, and reference programs.

Issue Resolution • Coordinate with support and technical teams to resolve customer issues efficiently. • Ensure high customer satisfaction and timely resolution of concerns.

The Successful Applicant • 3-7 years of experience in Customer Success, Account Management, or Client Services . • Experience working with SaaS products or technology platforms . • Strong stakeholder management and relationship-building skills. • Excellent communication and presentation skills. • Ability to understand technical concepts and translate them into business value. • Experience managing enterprise or mid-market customers.