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.