Customer Success Manager

About the role

As a Customer Success Manager at Huzzle, you will own the end‑to‑end customer journey for our B2B SaaS platform. You will act as a strategic partner, driving adoption, loyalty and advocacy while supporting remote clients across multiple regions.

Key responsibilities

• Lead new customers through a seamless onboarding process, achieving 100% milestone completion within the first 30 days.
• Develop tailored success plans for a portfolio of key accounts and guide 80% of customers to hit critical milestones within 90 days.
• Provide product training and enablement, ensuring at least 90% of users leverage core platform features.
• Identify upsell and expansion opportunities to reach a monthly net revenue retention of 9.2% or higher.
• Resolve escalated support tickets within 48 hours and maintain a monthly retention rate of 99.6% or higher.
• Secure at least three customer reviews per month and produce monthly case studies showcasing client wins.
• Collect and translate customer feedback into actionable insights for the product team.

Required profile

• Minimum 1 year of experience in sales, customer success, account management or client services within a SaaS environment.
• Proven ability to build strong B2B relationships and manage a diverse account portfolio.
• Technical aptitude to master complex software and explain it clearly to non‑technical users.
• Ownership mindset with proactive problem‑solving and project‑management skills.
• Data‑driven approach with experience tracking KPIs and using analytics for decision‑making.
• Excellent verbal and written communication and deep empathy for the customer experience.

Required skills

• Salesforce or HubSpot CRM.
• Customer Success platforms such as Gainsight or ChurnZero.