Customer Success Manager

Customer Success Manager (CSM / Account Manager – SaaS, Renewals & Growth) – Remote

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

About the Role

We’re hiring a proactive and relationship-driven Customer Success Manager (CSM) / Account Manager to own customer relationships, drive product adoption, and protect and grow recurring revenue.

This is not a support-only role.

You’ll be responsible for:

• Client onboarding

• Product adoption

• Account management

• Renewals and retention

• Upsell and expansion opportunities

• Customer health monitoring

You’ll manage a portfolio of accounts while partnering closely with:

• Sales

• Product

• Support

• Leadership

to ensure customers see measurable value and remain long-term partners.

If you think in terms of:

• Retention

• Expansion

• Customer outcomes

• Revenue growth

• Proactive relationship management

this role is a strong fit.

What You’ll Own

Customer Onboarding & Product Adoption

• Lead onboarding and implementation processes for new clients

• Define customer success goals and adoption milestones

• Deliver:

• Training sessions

• Onboarding walkthroughs

• Product guidance

• Ensure smooth implementation and time-to-value

• Monitor early adoption and proactively close usage gaps

Account & Relationship Management

• Manage a portfolio of 20–40 client accounts

• Serve as the primary point of contact for customer relationships

• Build strong relationships with:

• Executives

• Stakeholders

• End users

• Conduct:

• Recurring check-ins

• Strategy calls

• Quarterly Business Reviews (QBRs)

• Maintain strong engagement and long-term account health

Proactive Client Engagement & Retention

• Monitor account health using platforms such as:

• Gainsight

• ChurnZero

• Totango

• Identify:

• Adoption risks

• Churn indicators

• Engagement gaps

• Execute re-engagement and retention playbooks proactively

• Align customer outcomes with measurable ROI and business goals

Support Coordination & Escalation Management

• Triage and coordinate client issues internally

• Partner with:

• Support teams

• Technical teams

• Product stakeholders

• Resolve issues efficiently and professionally

• Ensure clients remain informed throughout issue resolution

• Advocate for customer needs while balancing business priorities

Renewals, Expansion & Revenue Growth

• Own the renewal pipeline and renewal timelines

• Identify:

• Upsell opportunities

• Cross-sell opportunities

• Account expansion opportunities

• Collaborate with sales teams on account growth initiatives

• Prepare renewal documentation and ensure smooth contract execution

• Drive strong Net Revenue Retention (NRR) performance

Reporting & Customer Feedback

• Track and report:

• Customer health scores

• Usage metrics

• Renewal forecasts

• Retention performance

• Capture customer feedback and communicate insights internally

• Help improve:

• Onboarding

• Product experience

• Customer journey

• Retention strategies

Requirements

Core Requirements

• 2–3+ years of experience in:

• Customer Success

• Account Management

• Client Success

• Relationship Management

• Strong experience with:

• Salesforce

• HubSpot

• CRM platforms

• Customer Success tools

• Experience conducting:

• QBRs

• Onboarding calls

• Account reviews

• Client presentations

• Proven ability to:

• Manage client accounts

• Drive renewals

• Reduce churn

• Excellent written and verbal English communication skills

• Strong organizational and multitasking abilities

• Comfortable working independently in a remote environment

Nice to Have

• 3–5+ years of Customer Success or Account Management experience

• SaaS, B2B technology, or professional services background

• Familiarity with:

• NPS

• CSAT

• Customer health scoring

• Retention analytics

• Experience creating:

• Customer playbooks

• Client presentations

• Case studies

• Adoption strategies

• Revenue ownership or quota-carrying experience

What Makes You a Strong Fit

• You think in customer outcomes and revenue retention

• You balance customer advocacy with business impact

• You are proactive, organized, and highly responsive

• You build trust quickly with stakeholders

• You manage multiple accounts without losing visibility

• You focus on long-term customer value, not reactive support

• You communicate with confidence and executive presence

What a Typical Day Looks Like

• Review dashboards for:

• At-risk accounts

• Product adoption

• Expansion opportunities

• Conduct onboarding, check-in, and QBR calls

• Coordinate internally with:

• Product

• Support

• Sales

• Track renewals and account growth opportunities

• Update CRM and customer health records

• Prepare recommendations and client insights

• Follow up proactively with customers to drive engagement

In short: You ensure customers see value, stay engaged, renew successfully, and grow over time.

Key Metrics for Success (KPIs)

• Net Revenue Retention (NRR) ≥ 100%

• Renewal rate ≥ 90–95%

• Expansion and upsell revenue growth

• Customer health score improvement

• Product adoption and engagement metrics

• NPS and CSAT performance

• Churn reduction and account retention

Why This Role Stands Out

• Direct ownership of retention and revenue growth

• Strong exposure to:

• Customer strategy

• Account growth

• SaaS operations

• Executive client communication

• High-impact role across:

• Product

• Sales

• Support

• Customer experience

• Opportunity to build long-term customer relationships

• Fully remote role with strong ownership and visibility

• Growth opportunities into:

• Senior Customer Success Manager

• Strategic Account Management

• Customer Success Leadership

• Revenue Operations

Interview Process

• Initial Phone Screen

• Video Interview

• Practical Task (QBR / Account Strategy Scenario)

• Client Interview

• Offer & Background Verification

Apply Now

If you:

• Build strong client relationships

• Think in retention and expansion

• Proactively drive customer outcomes

• Enjoy managing accounts and growing revenue

this role is a strong fit for you.