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.