Customer Success Manager, Growth and Expansion

5-7 years of experience in Account Management, Customer Success, or related roles within a SaaS organization Demonstrated success in managing a book of business and delivering on retention and growth targets Strong customer instincts—strong ability to listen, diagnose, and solve problems Clear, confident communication skills, capable of engaging both tactical and strategic audiences Proven ability to collaborate effectively with cross-functional teams (Sales, Product, and Marketing) A growth mindset, adaptable and excited to work in a fast-paced startup environment, and a roll-up-your-sleeves attitude Experience with HRTech, EdTech, or simulation/AI learning solutions (Bonus) Experience building Customer Success or Account Management practices in a growth-stage SaaS company (Bonus)

Serve as the primary post-sale point of contact Build strong, trusted relationships with clients Conduct structured QBRs to align on outcomes and secure renewals Develop and execute strategic account plans Identify and build relationships with executive buyers Partner with Product, Sales, and Marketing Drive product adoption, usage, and value realization Proactively manage customer health and mitigate risks Identify and execute upsell and cross-sell opportunities Contribute to the development of scalable processes Pilot and refine new processes Maintain accurate records in HubSpot