Customer Success Manager at Wallman Unlimited Company

Our client a rapidly growing B2B marketplace is seeking a Customer Success Manager to drive customer retention expansion and long-term value across a multi-product platform. This role is highly strategic and revenue-focused leading the post-sale engine that powers growth within the existing customer base. What Youll Do Build and lead a high-performing Customer Success team focused on expansion and upsell across a multi-product SaaS suiteDevelop the systems processes and playbooks needed to identify prioritize and capture expansion opportunitiesOwn and optimize the customer lifecycle including onboarding QBRs renewals and ongoing account healthUse data to track product adoption churn indicators and revenue expansion potential; report insights to leadershipPartner cross-functionally with Sales Product and Implementation to drive cross-sell and upsell momentumBuild executive-level relationships within key accounts and act as a trusted advisor and internal advocateCoach and elevate CSMs to strengthen commercial skills accountability and customer-centric execution What Were Looking For 6 to 10 years of Customer Success or Account Management leadership experience managing teams of 5-10Proven record in NRR 105-115% expansion ownership and retention excellence at scaling SaaS companiesStrong experience building revenue-oriented CS motions in high-growth early-stage environments (Series AC)Fluent in customer metrics: cohort analysis health scores renewal forecasting product-usage insightsBackground in B2B SaaS; experience with multi-product portfolios is a major plusBonus: exposure to restaurant hospitality supply chain or delivery-adjacent technologyExceptional communication skills with strong executive presence and the ability to lead cross-functional alignmentUp to 300k to 350K OTE for exceptional candidates & equity NO VISA SPONSORSHIP RECRUITING ADVICE Traits to prioritize 6 years managing Customer Success teams with 105% NRR track recordDesigned and executed proactive outreach motions for customer success / client-facing teamsExperience hiring developing and managing individual contributors Red flags to avoid Candidates who need hand-holding or direction - we need an ownership mindsetRemote-only candidates - this role requires in-person collaboration How to make a candidate stand out Multi-product company experience with complex upsell motionsData-driven approach to customer success with proven results Selling points Massive expansion opportunity: 150% NDR with huge untapped potentialFirst CS leader: Build the function from scratch with CEO support leading and scaling the more junior team Recruit from - restaurant & hospitality tech companies consulting firms with GTM & client-facing experience Saas companies serving SMBs and franchises with POS operations or payment solutions Avoid companies with very basic or straightforward products limiting upsell experience & large late-stage companies Key Skills Bidding,Business Solutions,ABAP,Business Operations,Business Sales,Corporate Marketing Employment Type : Full Time Experience: years Vacancy: 1