About the role
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.
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