Customer Success Manager

Customer Success Manager (CSM / Account Manager, SaaS, Renewals & Growth) – Remote | U.S. Hours****Position Type: Full-Time, Remote

Working Hours: U.S. client business hours

About the Role We’re hiring a Customer Success Manager (CSM) / Account Manager to own client relationships, drive product adoption, and protect + grow revenue.

This is not a support-only role.

You will:

• Manage a portfolio of accounts
• Drive onboarding and adoption
• Identify risks early and prevent churn
• Own renewals and expansion opportunities

If you think in terms of retention, expansion, and client value — this role is built for you.

*What You’ll Own**1. Onboarding & Product Adoption Lead onboarding and define success criteria

• Configure accounts and deliver training
• Ensure smooth implementation
• Track early adoption and close gaps

2. Account & Relationship Management* Manage 20–40 client accounts

• Act as the primary point of contact
• Build strong relationships with stakeholders
• Conduct regular check-ins and strategic calls

3. Proactive Client Engagement* Monitor usage via:

• • Gainsight
    • ChurnZero
    • Totango
• Identify at-risk accounts early
• Execute re-engagement playbooks
• Deliver Quarterly Business Reviews (QBRs) aligned with ROI

4. Support Coordination & Escalation* Triage client issues and escalate internally

• Work with product/technical teams for resolution
• Ensure issues are fully resolved and clients are satisfied

5. Revenue Growth & Retention* Identify upsell and cross-sell opportunities

• Collaborate with sales teams on expansion
• Own renewal pipeline and timelines
• Prepare contracts and ensure smooth renewals

6. Reporting & Feedback Loop* Track and report:

• • Client health
    • Usage metrics
    • Renewal status
• Capture client feedback and share with product teams
• Improve overall customer experience

What Makes You a Strong Fit* You think in revenue (retention + expansion), not just support

• You’re a strong communicator with executive presence
• You balance:
• • Client advocacy
    • Business outcomes
• You’re proactive — not reactive
• You can manage multiple accounts without dropping the ball

Must-Have Requirements* 2–3+ years in:

• • Customer Success
    • Account Management
    • Client-facing roles
• Experience with:
• • Salesforce or HubSpot
    • CS platforms (e.g., Gainsight, ChurnZero, Totango)
• Strong presentation skills (QBRs, demos, client reviews)
• Proven ability to:
• • Manage accounts
    • Drive renewals

Nice to Have* 3–5 years CSM/AM experience with revenue targets

• SaaS, B2B tech, or professional services background
• Familiarity with:
• • NPS / CSAT
    • Customer health scoring
• Experience creating:
• • Playbooks
    • Client decks
    • Case studies

What a Typical Day Looks Like* Review dashboards for:

• • At-risk accounts
    • Growth opportunities
• Conduct client calls (onboarding, check-ins, QBRs)
• Coordinate internally with:
• • Support
    • Product
    • Sales
• Track renewals and expansion opportunities
• Update CRM and health scores
• Prepare insights and recommendations

In short:

You ensure customers see value, stay, and grow.

Key Metrics (KPIs)* Net Revenue Retention (NRR) 100%

• Renewal rate 90–95%
• Expansion / upsell revenue
• Client health score improvement
• NPS / CSAT performance

Why This Role Stands Out* Direct ownership of revenue retention + growth

• High-impact role across product, sales, and customer experience
• Strong exposure to client strategy and decision-making
• Opportunity to build long-term client relationships
• Remote flexibility with structured expectations

Interview Process* Initial Phone Screen

• Video Interview
• Practical Task (QBR / account strategy scenario)
• Client Interview
• Offer & Background Verification

Apply Now If you’re someone who:

• Builds strong client relationships
• Thinks in retention and e