Customer Success Manager - Low Touch

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.

• 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, and Product adoption.

• 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

• 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