Customer Success Manager

Responsibilities

• Own a book of business and manage the customer lifecycle from onboarding through renewal for SMB and Mid-Market customers.
• Build trusted relationships with business and executive stakeholders to act as a strategic advisor.
• Drive adoption of core platform and AI features through Success Plans, Executive Business Reviews (EBRs), and enablement.
• Help customers identify AI use cases that improve productivity, automation, and customer experience.
• Monitor customer health, usage, and AI adoption to proactively mitigate risks and improve outcomes.
• Partner with Sales, Support, Product, and Engineering to resolve challenges and advocate for customer needs.
• Identify expansion opportunities, including AI products and premium capabilities, in collaboration with Account Executives.
• Maintain CRM hygiene, customer health scores, renewal forecasts, and account plans.

Requirements

• 3–5 years of experience in B2B SaaS Customer Success, Account Management, or a customer-facing role.
• Experience managing SMB or Mid-Market customers with ownership of adoption, retention, renewals, and growth.
• Strong executive stakeholder management and consultative communication skills.
• Proven ability to drive product adoption, customer outcomes, and commercial growth.
• Interest in AI and the ability to help customers adopt AI-driven workflows and automation.
• Strong analytical skills with experience using CRM and Customer Success platforms (Salesforce, HubSpot, Gainsight, etc.).
• Experience supporting customers across EMEA or global markets.

Preferred Qualifications

• Experience with CCaaS, telephony, conversational AI, or CX SaaS platforms.
• Experience with AI-powered SaaS products, automation, or conversation intelligence.
• Experience leading renewals, upsells, cross-sells, and AI adoption initiatives.
• Experience working in a high-growth, product-led SaaS environment.

About the Company

SaaS Labs is the creator of JustCall, a flagship product used by over 6,000 businesses across 70+ countries to manage customer conversations. Backed by Peak XV and Base10 Partners, we have crossed $40M ARR and are scaling rapidly toward $100M ARR.