Job Description
💼 Customer Success Manager (CSM) – SaaS / B2B Accounts
Full-Time | Remote | U.S. Business Hours
🚀 About the Role
We’re hiring a Customer Success Manager (CSM) for one of our growing clients.
This role is ideal for someone who enjoys:
- Building strong client relationships
- Driving renewals and account growth
- Solving problems proactively
- Acting as a trusted advisor to customers
You’ll own a portfolio of client accounts and help customers get maximum value from the platform while improving retention, satisfaction, and expansion revenue.
💻 What You’ll Do
Client Onboarding & Adoption
- Lead onboarding sessions and product training
- Help clients successfully implement and adopt the platform
- Track onboarding progress and identify usage gaps early
Relationship Management
- Manage a portfolio of active client accounts
- Serve as the primary point of contact for stakeholders
- Conduct regular check-ins and strategic business reviews (QBRs)
Customer Health & Retention
Monitor account health using:
- Gainsight
- ChurnZero
- Totango
- CRM dashboards
Identify at-risk accounts and proactively re-engage them
Ensure strong renewals and long-term retention
Upsells & Account Growth
- Identify upsell and cross-sell opportunities
- Partner with sales teams to expand accounts
- Support renewal conversations and contract reviews
Cross-Functional Collaboration
- Work closely with support, product, and sales teams
- Escalate issues and ensure timely resolution
- Share customer feedback to improve products and customer experience
🔥 What We’re Looking For
2+ years of experience in:
- Customer Success
- Account Management
- Client Success
- SaaS support or relationship management
Strong communication and presentation skills
Experience using:
- Salesforce
- HubSpot
- Gainsight
- ChurnZero
- Totango
Ability to manage multiple client accounts simultaneously
Strong problem-solving and relationship-building skills
⭐ Nice to Have
SaaS or B2B technology background
Experience managing renewals or revenue targets
Familiarity with:
- NPS
- CSAT
- Customer health scoring
Experience creating client-facing decks, QBRs, or playbooks
🧠 What a Typical Day Looks Like
Review dashboards for:
- At-risk accounts
- Upsell opportunities
- Customer health trends
Lead onboarding calls and QBRs
Coordinate internally with support and product teams
Prepare renewal forecasts and account plans
Update CRM notes and customer health metrics
In short: you help clients succeed, renew, and grow.
📊 Success Looks Like
- High renewal and retention rates
- Strong customer satisfaction (NPS/CSAT)
- Expansion revenue growth
- Healthy and engaged client accounts
- Proactive issue resolution and account management
🌍 Why This Role Stands Out
- Fully remote opportunity
- Direct ownership of client relationships
- Strong growth potential within Customer Success
- Exposure to SaaS, B2B, and revenue operations
- High-impact role with visibility across teams
🧪 Interview Process
- Initial Screening Call
- Recruiter Interview
- Practical Assessment (QBR or account strategy exercise)
- Final Client Interview
- Offer & Background Verification
👉 Apply Now
If you:
- Enjoy relationship-building and problem-solving
- Thrive in client-facing environments
- Want a role focused on retention, growth, and customer experience
This opportunity is a strong fit for you.
