Customer Success Manager

About the role

Roadrunner is building a next‑generation CPQ platform and needs a senior Customer Success Manager to own the post‑implementation relationship. You will ensure the solution reflects each customer’s selling process, drive adoption across revenue teams, and turn early wins into renewals and expansion.

Key responsibilities

• Serve as a trusted strategic advisor to RevOps leaders, CROs, and revenue teams.
• Own the post‑go‑live experience, partnering with Solutions Architects and Implementation for handoff, then drive configuration refinements, workflow adjustments, and support escalations.
• Plan and host Quarterly Business Reviews that connect product usage to ROI and align executive stakeholders on next steps.
• Monitor account health using usage data, stakeholder engagement, and support signals; act proactively before renewal conversations.
• Identify customer challenges and improvement opportunities, and surface expansion possibilities such as new teams, use cases, or additional seats.
• Collaborate with Sales to close expansion deals and drive renewal and upsell revenue.
• Channel customer feedback to Product and Engineering while setting realistic roadmap expectations.

Required profile

• 5–8 years of experience in customer success, account management, or consulting within B2B SaaS.
• Proven track record of driving gross retention, renewal ARR, and expansion revenue.
• Experience managing a portfolio ranging from fast‑growing mid‑market to complex enterprise deployments.
• Ability to design and implement customer health scoring and QBR frameworks.
• Strong analytical mindset to translate product usage data into business outcomes.

Required skills