Customer Success Manager (m/f/d)

This role is based in Boston (and surrounding area), you must be legally authorised to work in the US. Cylindo is a leading 3D product visualization platform, transforming the way furniture and home brands create, manage, and deploy high-impact product content across digital and in-store channels. Backed by Chaos, our mission is to help brands drive conversion, reduce returns, and deliver inspiring customer 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, renewals,, 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 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 If you are commercially sharp, customer-focused and ready to grow within a scaling SaaS business, we’d love to hear from you.