Manage B2B SaaS customer relationships by aligning business goals with product capabilities, driving adoption, retention, and expansion. Develop success plans, analyze account data, conduct business reviews, manage risks, collaborate cross-functionally, and support training and feature adoption. Use AI tools responsibly to improve account analysis, support workflows, and productivity while protecting client data.
Shibumi is a fast-growing SaaS company revolutionizing the industry. We empower businesses with cutting-edge solutions that drive efficiency, growth, and customer satisfaction. Our team is passionate about delivering value to our customers and ensuring they achieve their business goals with our platform.
We are seeking a dynamic and strategic Customer Success Manager to join our team. This role is ideal for candidates with 2-3 years of experience in management consulting who are looking to transition into the SaaS industry. The CSM will be responsible for ensuring our customers realize maximum value from our products, driving adoption, retention, and expansion.
Key Responsibilities
- Act as a trusted advisor to customers, understanding their business objectives and aligning them with our product capabilities.
- Develop and execute customer success plans to ensure adoption, satisfaction, and long-term retention.
- Analyze customer data and provide insights that drive engagement and success.
- Conduct regular business reviews with customers to showcase value and identify new opportunities.
- Collaborate cross-functionally with Sales, Product, and Support teams to address customer needs and advocate for product enhancements.
- Support expansion opportunities by promoting platform usage and adoption.
- Proactively manage risks, ensuring customer concerns are addressed swiftly and effectively.
- Use AI tools as part of a daily workflow to analyze account health and adoption data, prepare for client conversations, and resolve support requests faster, applying sound judgment to verify AI output and protect client data
- Identify opportunities to apply AI within Enablement & Support processes (e.g., knowledge base content, ticket triage, solution health assessments) and share what works with the broader team
- Deliver Power User Training and support client delivery of end-user training to ensure product adoption.
- Provide new release/feature training and support client adoption of new features.
Who You Are
- 2-3 years of experience in management consulting, with a strong ability to solve complex business problems.
- Passionate about customer success and building long-term relationships.
- Passionate about technology with a natural curiosity to explore, learn, and adapt to emerging trends and innovations.
- Strong analytical skills with the ability to interpret customer data and drive actionable insights.
- Hands-on, demonstrated experience using AI tools (e.g., ChatGPT, Claude, Microsoft Copilot) to improve productivity and quality of work, with specific examples to share
- Good judgment about when AI output needs review, and an understanding of confidentiality and data privacy considerations when using AI with client information
- Excellent communication and presentation skills, with the ability to influence stakeholders at all levels.
- Highly organized, detail-oriented, and capable of managing multiple customer accounts effectively.
- Experience in SaaS, B2B technology, or business transformation is a plus.
Why Join Us?
- Impact: Play a critical role in shaping the customer journey and driving business success.
- Growth: Opportunities to develop your career in a fast-growing SaaS environment.
- Culture: Work in a collaborative, innovative, and customer-focused team.
- Flexibility: Hybrid/Remote work options and a focus on work-life balance.
Similar Jobs
Artificial Intelligence • Consumer Web • Edtech • HR Tech • Information Technology • Software • Conversational AI
Own post-sale customer and value strategy for enterprise accounts. Build executive relationships, understand workforce and skills priorities, establish success metrics, lead strategic business reviews, demonstrate solution value, mitigate customer risks, support renewals and expansion, and coordinate internal resources. The role partners with Account Executives to develop account plans and identify growth opportunities while translating customer challenges into learning and talent strategies.
Top Skills:
ChurnzeroCornerstoneDegreedExcelPowerPointSalesforceSap SuccessfactorsWorkday
Artificial Intelligence • Cloud • Information Technology • Security • Social Impact • Software
Manage strategic relationships with enterprise customers, driving product adoption, retention, expansion, and customer value. Conduct Quarterly Business Reviews, assess account risk, support configurations, maintain executive alignment, coordinate cross-functional teams, respond to inquiries, and communicate product developments. The role also manages customer data in Gainsight and Salesforce, identifies cross-sell and upsell opportunities, and provides feedback to Product Management.
Top Skills:
ExcelGainsightSalesforce
Information Technology
Manages post-sale customer success for Cisco-supported solutions, including onboarding, adoption, licensing and entitlement support, renewals, usage analysis, and customer engagement. Coordinates sales, services, partners, vendors, and technical teams to deliver value, identify upsell opportunities, resolve issues, and improve customer experience. Builds trusted customer relationships, leads digital-touch campaigns, advocates for customer needs, and contributes to process improvement.
Top Skills:
CiscoGainsightItilMicrosoft Office SuiteSalesforce CRM
What you need to know about the Los Angeles Tech Scene
Los Angeles is a global leader in entertainment, so it’s no surprise that many of the biggest players in streaming, digital media and game development call the city home. But the city boasts plenty of non-entertainment innovation as well, with tech companies spanning verticals like AI, fintech, e-commerce and biotech. With major universities like Caltech, UCLA, USC and the nearby UC Irvine, the city has a steady supply of top-flight tech and engineering talent — not counting the graduates flocking to Los Angeles from across the world to enjoy its beaches, culture and year-round temperate climate.
Key Facts About Los Angeles Tech
- Number of Tech Workers: 375,800; 5.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Snap, Netflix, SpaceX, Disney, Google
- Key Industries: Artificial intelligence, adtech, media, software, game development
- Funding Landscape: $11.6 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Strong Ventures, Fifth Wall, Upfront Ventures, Mucker Capital, Kittyhawk Ventures
- Research Centers and Universities: California Institute of Technology, UCLA, University of Southern California, UC Irvine, Pepperdine, California Institute for Immunology and Immunotherapy, Center for Quantum Science and Engineering
