Job Description

Job Title: Customer Success Lead

Company Domain: SaaS / Customer Success / ITSM Solutions

Years of Exp: 5-7 years

Location: Boston Metro Area (Hybrid: Tuesday-Thursday onsite)

Role Type: Full-Time Role

Salary: $102,400 – $147,200 Base Salary + Variable Compensation

Eligibility:

• Experience managing Enterprise-level accounts
• Ability to work hybrid onsite in the Boston Metro area once the office opens
• Bachelor’s degree or equivalent career experience

Role Overview:

Drive customer retention, minimize churn, and foster product adoption by building strong relationships with Enterprise customers. Collaborate with Sales and cross-functional teams to identify expansion opportunities, support customer success plans, and act as the voice of the customer internally.

Key Responsibilities:

Manage Enterprise customer portfolios to reduce churn and drive expansion by partnering with technical and business leaders. Analyze product usage to mitigate risks and improve adoption. Coordinate with Account Managers and internal teams to align renewal and growth strategies. Facilitate customer meetings, product feedback sessions, and business reviews. Serve as the primary customer liaison and handle escalations effectively.

Skills and Qualifications:

Proven experience in customer-facing technical roles with strong stakeholder management across technical and executive levels. Expertise in SaaS product adoption, ITSM solutions, and enterprise architecture concepts. Strong collaboration, critical thinking, and communication skills. Ability to explain technical and business concepts clearly to customers.