Customer Success Manager

About the role

Join a leading international e-learning SaaS business in a scaled Customer Success role supporting a shared portfolio of 1,000+ SMB customers. You will use customer data, lifecycle signals and AI-driven tools to prioritize engagement, protect renewals, improve adoption and identify growth opportunities.

Key responsibilities

• Manage a shared portfolio of 1,000+ SMB customers
• Prioritize engagement around risk, adoption and expansion opportunities
• Support customer adoption, retention and renewals
• Identify and mitigate customer risk
• Identify potential expansion opportunities
• Forecast renewals and maintain accurate Salesforce records
• Engage customers across email, phone, video and scaled outreach
• Work closely with Sales, Support, Product and Marketing

Required profile

• 2‑3+ years of experience in Customer Success, Account Management or a similar customer‑facing role
• SaaS or technology experience preferred
• Experience managing a high volume of customer relationships
• Understanding of scaled Customer Success, health scoring and customer signals
• Experience supporting adoption, retention and renewals
• Strong customer risk and renewal forecasting skills
• Excellent written and verbal communication skills
• Strong CRM and documentation skills; Salesforce experience required