Customer Success Manager - B2B SaaS (RegTech)

About Us

We are hiring on behalf of one of our clients, a leading RegTech SaaS company that helps global enterprises in banking, fintech, gaming, and compliance sectors manage regulatory obligations and reduce risk. Their solutions are trusted by top organizations worldwide.

Role Overview

The Customer Success Manager (CSM) will be responsible for building strong, long-term relationships with enterprise clients, ensuring they achieve measurable value from the SaaS platform. You will act as a strategic partner, driving adoption, retention, and account growth. The role requires a blend of customer advocacy, business acumen, and technical understanding to deliver a best-in-class customer experience.

Key Responsibilities

• Serve as the primary relationship owner for assigned enterprise accounts.
• Lead customer onboarding, training, and adoption programs to ensure success.
• Drive renewals, retention, and expansion , meeting Net Revenue Retention (NRR) and churn targets.
• Conduct Quarterly Business Reviews (QBRs) and regular check-ins with senior client stakeholders.
• Proactively monitor customer health scores, product usage, and satisfaction to identify risks and opportunities.
• Collaborate with product, engineering, and support teams to resolve issues and escalate where needed.
• Identify and pursue upsell and cross-sell opportunities in collaboration with the sales team.
• Advocate for the customer internally, sharing insights and feedback with product and leadership teams.
• Maintain accurate records of customer interactions, renewals, and pipeline in CRM and success tools.
• Develop customer-facing resources (playbooks, FAQs, success guides) to enable scalable success.

Requirements

Preferred Skills