Customer Success Manager - Low Touch at eSkill

Description

Customer Success Manager 

Low Touch Accounts – Retention & Growth 

Position Overview 

eSkill is seeking a Customer Success Manager to manage a high-volume portfolio of B2B SaaS customers through a low touch, scalable engagement model. This role focuses on driving customer retention, managing renewals, and identifying growth opportunities through upsell and cross-sell motions. 

The ideal candidate brings B2B SaaS customer success or account management experience, is comfortable managing hundreds of accounts simultaneously, and understands the entire SaaS customer lifecycle from onboarding through renewal and expansion. A commercial mindset and sales experience are highly valued. 

You will leverage data, automation, and targeted outreach to ensure customers realize value from the eSkill platform while maximizing retention and revenue growth. 

Key Responsibilities 

High-Volume Account Management 

Manage a large portfolio of SaaS customers using a low touch and digital scalable engagement strategy, ensuring consistent value realization across the customer base. 

Renewals & Retention Ownership 

Own the renewal lifecycle for your book of business, proactively managing contract timelines, addressing churn risk, and ensuring high renewal rates. 

Growth & Expansion 

Identify and develop upsell and cross-sell opportunities within existing accounts by leveraging usage insights, customer outcomes, and business needs. 

Digital Customer Engagement 

Drive engagement through phone, email campaigns, and scalable communication programs that educate customers on best practices and new capabilities. 

Customer Health Monitoring 

Analyze usage data, adoption metrics, and engagement signals to identify risks and opportunities across your portfolio and take proactive action. 

Customer Lifecycle Management 

Guide customers through the SaaS lifecycle including adoption, value realization, renewal preparation, and expansion opportunities. 

Scalable Customer Education 

Promote engagement with self-service resources such as knowledge base content, training materials, webinars, and product documentation. 

Data-Driven Decision Making 

Use customer data and reporting to prioritize accounts, identify trends, and recommend actions that improve retention and growth. 

Cross-Functional Collaboration 

Partner with Sales, Onboarding, Product, and Support teams to ensure a seamless customer experience and to drive customer outcomes. 

Performance Metrics 

Track and manage KPIs including: 

• Gross revenue retention 

• Net revenue retention 

• Expansion revenue 

• Customer engagement 

• Product adoption 

Requirements

Experience 

• 3+ years of experience in Customer Success, Account Management, or Customer Retention within a B2B SaaS environment 

• Proven ability to manage high-volume portfolios (100+ accounts) 

• Experience owning or supporting renewals and revenue retention 

Commercial Mindset 

• Demonstrated ability to identify and develop upsell and cross-sell opportunities 

• Sales or commercial account management experience is a strong plus 

SaaS Lifecycle Expertise 

• Strong understanding of the SaaS customer lifecycle including onboarding, adoption, renewal, and expansion 

Technology 

• Experience using Salesforce or similar CRM platforms 

• Familiarity with customer success or engagement platforms is a plus 

Analytical Skills 

• Ability to interpret customer usage data, health scores, and engagement metrics to drive customer actions. 

Communication 

• Strong written communication skills for low touch customer engagement at scale 

Customer Mindset 

• Highly organized and proactive, with the ability to balance customer success with revenue outcomes. 

 Preferred Qualifications 

• Experience in HR technology, talent acquisition platforms, or assessment solutions 

• Experience managing digital-touch or scaled customer success models 

• Background in renewals, retention strategy, or revenue operations 

Benefits

401k with matching

· Health, dental, and vision benefits.

· Paid time off and holidays.

· Opportunity to shape the future of a growing Customer Onboarding team.

· In-person role at our downtown San Antonio headquarters.