Customer Success Manager | Talent Marketplace

Lago is building a marketplace where exceptional professionals are discovered by exceptional companies. The Customer Success Manager is responsible for ensuring clients achieve their desired outcomes through the company's products or services, driving long-term retention, satisfaction, and account growth.

Responsibilities:

• Manage a portfolio of client accounts, serving as their primary point of contact post-onboarding
• Lead regular business reviews (QBRs/EBRs) to assess client health, review performance against goals, and align on strategy
• Develop and execute customer success plans (CSPs) tailored to each client's objectives and growth trajectory
• Monitor account health metrics (usage, engagement, NPS, support tickets) and proactively intervene when risk is detected
• Drive product adoption and ensure clients are realizing maximum value from the solution
• Identify expansion and upsell opportunities and partner with the sales team to close them
• Manage renewals and negotiate contract extensions to maximize retention
• Advocate for customer needs internally, collaborating with product, support, and sales teams
• Onboard new clients effectively and ensure a smooth transition from sales to success
• Collect and synthesize customer feedback to inform product roadmap and service improvements

Requirements:

• 2–4 years of experience in customer success, account management, or client services
• Proven track record of managing client relationships and driving retention and satisfaction
• Strong communication, presentation, and interpersonal skills
• Ability to manage a portfolio of accounts simultaneously with varying complexity
• Data-driven approach - comfortable analyzing account health metrics and building success plans
• Experience with CRM and CS platforms (Salesforce, HubSpot, Gainsight, ChurnZero, or similar)
• Proactive mindset with the ability to identify risk and opportunity early
• Experience in SaaS, ecommerce, or managed services customer success
• Familiarity with customer health scoring models and early warning systems
• Track record of hitting net revenue retention (NRR) and expansion targets
• Experience conducting executive business reviews (EBRs) with C-level stakeholders
• Background in an industry relevant to the company's customer base
• Knowledge of product-led growth (PLG) and digital customer success strategies