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.