Customer Success Manager

Customer Success Manager (CSM / Account Manager, SaaS, Renewals \& Growth) – Remote \| U.S. HoursPosition 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 Own1. 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.