Customer Success Manager
TLDR
Manage a diverse portfolio of mid-market and enterprise accounts, focusing on retention, adoption, and expansion opportunities while coordinating with cross-functional teams.
About Cylindo
Cylindo is the leading provider of 3D product visualization solutions for brands and retailers. We help global brands increase conversion, reduce returns, and scale high-quality visual content across ecommerce and in-store experiences.
Role Overview
We are hiring a Customer Success Manager (Individual Contributor) to manage a portfolio of US accounts. This role is focused on retention, adoption, value realisation, and identifying expansion opportunities (commercially executed by Sales).
Key Responsibilities
Manage a defined portfolio of mid-market and enterprise accounts
Own the post-sale lifecycle: onboarding, adoption, value realisation and renewal
Build and execute structured Success Plans aligned to customer KPIs
Drive strong product adoption across Cylindo modules
Monitor account health, proactively manage churn risk and prepare renewal forecasts
Run regular business reviews with senior stakeholders
Identify upsell and cross-sell opportunities and qualify them for Sales
Coordinate cross-functionally with Sales, Product, Integration and Support teams
Deliver training and enablement to ensure customers achieve measurable outcomes
Capture customer insights to inform product and commercial strategy
Requirements
Who You Are
2–3 years experience in Customer Success, Account Management or similar SaaS role (ideally in the MarTech space)
Experience managing renewals and protecting revenue
Commercially aware and comfortable discussing value
Strong stakeholder management skills
Data-driven and proactive
What Success Looks Like
High Gross Retention Rate
Accurate renewal forecasting
Strong adoption across portfolio
Consistent identification of qualified expansion opportunities
Positive customer advocacy
Chaos builds advanced visualization and design software that empowers architects, designers, and VFX artists to transform their creative ideas into immersive experiences. With over two decades of innovation, Chaos serves diverse industries, including architecture, media, and e-commerce. The company's unique capability to streamline workflows and enhance collaboration sets it apart in the competitive software landscape.