Are you an accomplished Customer Success Manager in the technology sector who loves to simplify the complex? Are you motivated by the idea of turning a customer's challenge into an opportunity for learning and growth? If you're looking for a role that values your insights, drive, and customer-centric mindset, we have the perfect opportunity for you!

Tophat HR, on behalf of our prominent client in the SaaS industry, is seeking an exceptional Customer Success Manager . This exciting role gives you the platform to influence product development, build strong customer relationships, and create outstanding customer experiences.

Role Highlights:

As a Customer Success Manager, you’ll manage a high-volume portfolio of mostly SMB customers. You’ll ensure a smooth onboarding process, drive adoption through structured engagements, and proactively manage renewals — all while identifying opportunities to expand customer value.

Key Duties: Customer Onboarding & Training – Guide new customers through structured onboarding to ensure quick adoption and early success. Account Management & Retention – Monitor customer health, address risks, and manage renewals at scale. Growth Opportunities – Identify and nurture expansion opportunities (upsell/cross-sell) by aligning solutions to customer needs. Proactive Outreach – Use playbooks and lifecycle touchpoints (e.g., QBRs, check-ins, email campaigns) to engage customers. Customer Advocacy – Collect and share feedback with internal teams to help improve products and services. Metrics & Reporting – Track portfolio performance (usage, renewals, churn risk) and share insights with stakeholders.

Your Profile: 3+ years of experience in Customer Success, Account Management, or Support, ideally managing high-volume customer accounts. Familiarity with SaaS products and lifecycle management. Excellent multitasking, time management, and organizational skills. Skilled at simplifying complex technical concepts into clear, actionable guidance. Comfort using CRM and project management tools (e.g., Salesforce, HubSpot, Zoho, Linear, Notion, and/or similar). Strong written and verbal communication skills, with the ability to engage diverse SMB stakeholders. A customer-first mindset, with a passion for helping businesses succeed.

Why Join:

You'll be part of a forward-thinking company that values diversity, nurtures talent, and prioritizes work-life balance. Here, you can expect: A nurturing environment that encourages continuous learning and career growth. A diverse and supportive team that values collaboration and open communication. Flexibility in work arrangements to help you maintain a healthy work-life balance. Recognition and reward for your contributions and achievements.

If you're prepared to leverage your skills, experience, and passion for customer success to make a significant impact, we'd love to hear from you!

Our client is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.