Customer Success Manager

About the role

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 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

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