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 expansion

• Drives outcomes, not just activity

This role is a strong fit.