Customer Success Manager

💼 Customer Success Manager (CSM) – SaaS / B2B Accounts

Full-Time | Remote | U.S. Business Hours

🚀 About the Role

We’re hiring a Customer Success Manager (CSM) for one of our growing clients.

This role is ideal for someone who enjoys:

• Building strong client relationships

• Driving renewals and account growth

• Solving problems proactively

• Acting as a trusted advisor to customers

You’ll own a portfolio of client accounts and help customers get maximum value from the platform while improving retention, satisfaction, and expansion revenue.

💻 What You’ll Do

Client Onboarding & Adoption

• Lead onboarding sessions and product training

• Help clients successfully implement and adopt the platform

• Track onboarding progress and identify usage gaps early

Relationship Management

• Manage a portfolio of active client accounts

• Serve as the primary point of contact for stakeholders

• Conduct regular check-ins and strategic business reviews (QBRs)

Customer Health & Retention

• Monitor account health using:

• Gainsight

• ChurnZero

• Totango

• CRM dashboards

• Identify at-risk accounts and proactively re-engage them

• Ensure strong renewals and long-term retention

Upsells & Account Growth

• Identify upsell and cross-sell opportunities

• Partner with sales teams to expand accounts

• Support renewal conversations and contract reviews

Cross-Functional Collaboration

• Work closely with support, product, and sales teams

• Escalate issues and ensure timely resolution

• Share customer feedback to improve products and customer experience

🔥 What We’re Looking For

• 2+ years of experience in:

• Customer Success

• Account Management

• Client Success

• SaaS support or relationship management

• Strong communication and presentation skills

• Experience using:

• Salesforce

• HubSpot

• Gainsight

• ChurnZero

• Totango

• Ability to manage multiple client accounts simultaneously

• Strong problem-solving and relationship-building skills

⭐ Nice to Have

• SaaS or B2B technology background

• Experience managing renewals or revenue targets

• Familiarity with:

• NPS

• CSAT

• Customer health scoring

• Experience creating client-facing decks, QBRs, or playbooks

🧠 What a Typical Day Looks Like

• Review dashboards for:

• At-risk accounts

• Upsell opportunities

• Customer health trends

• Lead onboarding calls and QBRs

• Coordinate internally with support and product teams

• Prepare renewal forecasts and account plans

• Update CRM notes and customer health metrics

In short: you help clients succeed, renew, and grow.

📊 Success Looks Like

• High renewal and retention rates

• Strong customer satisfaction (NPS/CSAT)

• Expansion revenue growth

• Healthy and engaged client accounts

• Proactive issue resolution and account management

🌍 Why This Role Stands Out

• Fully remote opportunity

• Direct ownership of client relationships

• Strong growth potential within Customer Success

• Exposure to SaaS, B2B, and revenue operations

• High-impact role with visibility across teams

🧪 Interview Process

• Initial Screening Call

• Recruiter Interview

• Practical Assessment (QBR or account strategy exercise)

• Final Client Interview

• Offer & Background Verification

👉 Apply Now

If you:

• Enjoy relationship-building and problem-solving

• Thrive in client-facing environments

• Want a role focused on retention, growth, and customer experience

This opportunity is a strong fit for you.