Job Specifications
White Cup delivers CRM and Business Intelligence solutions purpose-built for the distribution industry. As our first Customer Success Manager, you will play a critical role in driving customer value, securing renewals, and ensuring long-term revenue retention for White Cup CRM customers. This is an ideal role for a seasoned CSM who thrives on achieving measurable outcomes, excels at customer relationship management, and knows how to maximize adoption in a B2B SaaS environment.
In this role, you’ll own a portfolio of accounts and guide them from post-onboarding through adoption, value realization, and renewal. You will collaborate cross-functionally to ensure customers achieve meaningful business results—and that their success translates into predictable renewals and strong revenue health.
What You’ll Do
Customer Engagement & Value Delivery
Serve as the primary point of contact for a portfolio of 100 B2B SaaS customers ranging from $15M to $500M in size, ensuring they achieve adoption milestones and tangible ROI.
Lead renewal cycles—clearly articulating value, uncovering risks early, and driving on-time, successful renewals.
Conduct regular business reviews to identify outcomes achieved, highlight opportunities for greater adoption, and align customer goals with product capabilities.
Build and maintain strong, consultative relationships with operational champions and executive stakeholders.
Maintain an accurate, data-driven view of customer health, renewal forecasts, and risk indicators.
Revenue Retention & Growth
Own the retention and renewal strategy for your accounts, ensuring high net revenue retention and minimal churn.
Identify adoption expansion opportunities by understanding customer needs and recognizing where additional products or modules can drive further value.
Partner with internal teams to reinforce value and mitigate risk, with primary focus on securing renewals and maintaining strong revenue retention.
Operational Excellence & Customer Insights
Ensure customer data across systems is accurate and actionable, including usage trends, key touchpoints, and sentiment.
Use analytics to understand adoption patterns, surface risks, and improve renewal predictability.
Advocate for customer needs internally by representing the voice of the customer to Product, Support, and Leadership.
Maintain strong working knowledge of White Cup’s product roadmap, the wholesale distribution industry, and customer use cases.
Team Contribution & Continuous Improvement
Participate in team meetings, cross-functional initiatives, and company-wide programs.
Keep customer-facing documentation and resources up to date.
Share insights that help elevate the broader customer experience and internal alignment.
Uphold company policies and help strengthen a customer-first culture.
What You Bring
4+ years of Customer Success experience in a B2B SaaS environment, with a strong track record of driving adoption and renewals.
Demonstrated success managing a customer portfolio, improving customer health, and securing strong renewal outcomes, including:
Proven experience renewing $100k ARR customers from first to second contracts.
Proven experience building, presenting, and executing growth plans for client executives that resulted in user growth and renewal.
Proven experience working within a growing SaaS company to resolve customer problems in an efficient manner.
Expertise in CRM systems, salesforce automation, and customer analytics.
Comfortably and confidently communicate with executive leaders, adapting messaging to senior-level audiences.
Strong understanding of the SaaS business model, including customer lifecycle management, value realization, and proactive risk mitigation.
Experience with contract renewals, value-based selling, and objection handling.
Ability to analyze customer usage data, interpret trends, and translate insights into clear actions that drive outcomes.
Excellent communication skills, from executive-level presentations to day-to-day engagement.
Customer-first mindset with a strong bias for solving problems and delivering results.
Bachelor’s degree preferred.
Bonus: Experience with wholesale distribution or manufacturing industries.
Why Join White Cup
Drive measurable customer and revenue outcomes in a role that directly impacts company growth.
Work with a product suite that delivers clear, tangible value to distributors.
Join a supportive team and culture where customer success is a strategic priority.
Competitive compensation, benefits, and long-term growth opportunities.
About the Company
White Cup CRM + BI makes it easy for your entire customer-facing team to prioritize outreach and collaborate to increase revenue. Business intelligence dashboards transform raw data from your ERP into a clear picture of your customers, sales, operations and opportunities. And with AI features that help your team recommend the perfect products at the right time, it's easy to see why White Cup is trusted by over 850 customers.
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