Spill

Customer Success Manager

Spill

full-time

Posted on:

Location Type: Remote

Location: District of Columbia • Maryland • United States

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About the role

  • Own renewals and expansion end-to-end across your portfolio, with full accountability for Net Revenue Retention
  • Drive retention by proactively identifying risk, influencing adoption, and leading renewal strategy
  • Confidently lead upsell and expansion conversations, shaping opportunities, building business cases, and closing incremental revenue
  • Build strong multi-stakeholder relationships across accounts, ensuring high customer sentiment, advocacy, and long-term value
  • Support customers through complex technical challenges, including managing escalations and staying close to day-to-day product issues in partnership with Support and Product
  • Use on-site visits strategically to unblock risk, deepen relationships, and secure renewals or expansion when it counts
  • Partner with customers to define success metrics and create tailored success plans aligned to their business goals
  • Act as the voice of the customer internally, feeding insights into Product, Engineering, Sales, and Support
  • Track and analyze customer health signals, spotting usage, maturity, and growth-based expansion opportunities and turning insight into action
  • Balance strategic planning with day-to-day problem solving, staying close to customer reality

Requirements

  • 3+ years in Customer Success within B2B SaaS, with a proven track record of renewals, upsell, and expansion
  • Experience in an early-stage or high-growth SaaS environment strongly preferred
  • Experience managing a meaningful commercial portfolio (ideally ~$1M+ ARR, 30–80+ accounts)
  • Comfortable owning revenue outcomes as a CSM and being measured on NRR
  • Experience supporting configurable or platform-style B2B SaaS products, rather than simple point solutions
  • Comfortable working across multiple customer personas, from day-to-day operators to senior decision-makers
  • Commercially sharp, able to build business cases and influence stakeholders with credibility
  • High-ownership mindset — you run your portfolio like a business
  • Calm under pressure and effective at managing proactive lifecycle engagement alongside reactive problem-solving when things go wrong
  • Data-driven, able to spot trends and turn insight into action
  • Background in HR tech, recruiting tech, or hands-on recruiting experience is a strong plus
  • Based in the US (EST or CST), with work authorization and willingness to travel up to 10%
Benefits
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Applicant Tracking System Keywords

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Hard Skills & Tools
Customer SuccessB2B SaaSNet Revenue Retentionupsellexpansiondata-drivenbusiness casescustomer health signalssuccess metricsportfolio management
Soft Skills
relationship buildinginfluencingproblem-solvingcalm under pressurehigh-ownership mindsetcommercially sharpstrategic planningeffective communicationstakeholder managementcustomer advocacy