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

Requirements

• 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.