Customer Success Manager

Job Description

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

Position Type: Full-Time, Remote

Working Hours: U.S. Client Business Hours

💼 About the Role

We’re hiring a proactive and relationship-driven Customer Success Manager (CSM) / Account Manager to own client relationships, drive product adoption, and protect + grow revenue across a portfolio of accounts.

This is not a support-only role.

You will:

• manage client relationships
• drive onboarding and adoption
• identify churn risks early
• own renewals and expansion opportunities
• improve customer health and retention

You’ll work closely with:

• sales
• support
• product
• leadership teams

to ensure customers achieve measurable value while expanding long-term account growth.

If you think in terms of:

• retention
• expansion
• customer outcomes
• revenue growth
• strategic relationship management

this role is a strong fit.

🔥 What You’ll Own

Onboarding & Product Adoption

• Lead customer onboarding and implementation processes
• Define customer success criteria and onboarding goals
• Configure accounts and deliver onboarding sessions or training
• Ensure smooth adoption and time-to-value
• Monitor early usage and proactively close adoption gaps

Account & Relationship Management

• Manage a portfolio of 20–40 client accounts

• Act as the primary point of contact for customer relationships

• Build strong relationships with:

  • stakeholders
  • decision-makers
  • executive contacts

• Conduct:

  • check-ins
  • strategic reviews
  • customer success calls
  • Quarterly Business Reviews (QBRs)

Proactive Client Engagement & Retention

• Monitor account health using platforms such as:

  • Gainsight
  • ChurnZero
  • Totango

• Identify:

  • churn risks
  • low adoption
  • expansion opportunities

• Execute:

  • re-engagement strategies
  • retention playbooks
  • customer success initiatives

• Ensure customers consistently realize ROI and product value

Support Coordination & Escalation Management

• Triage customer issues and coordinate internal escalations

• Work closely with:

  • support teams
  • product teams
  • technical stakeholders

• Ensure issues are fully resolved and communicated clearly

• Maintain strong customer trust during issue resolution

Revenue Growth & Renewals

• Own:

  • renewals
  • expansion opportunities
  • upsells
  • cross-sells

• Collaborate with sales teams on account growth strategies

• Prepare:

  • renewal documentation
  • contracts
  • account recommendations

• Maintain visibility into:

  • renewal timelines
  • expansion pipeline
  • account risks

Reporting & Customer Insights

• Track and report:

  • client health scores
  • usage metrics
  • retention metrics
  • renewal status
  • expansion opportunities

• Capture customer feedback and share insights internally

• Help improve:

  • onboarding
  • customer experience
  • retention processes
  • product adoption strategies

💻 Must-Have Requirements

Experience

• 2–3+ years of experience in:

  • Customer Success
  • Account Management
  • Client-facing SaaS or service roles

• Proven experience:

  • managing customer accounts
  • driving renewals
  • maintaining client relationships

Technical & Operational Skills

• Experience with:

  • Salesforce
  • HubSpot
  • or similar CRM platforms

• Experience using customer success platforms such as:

  • Gainsight
  • ChurnZero
  • Totango

• Strong presentation and communication skills

• Comfortable leading:

  • QBRs
  • demos
  • strategic client reviews

• Strong organizational and account management abilities

⭐ Nice to Have

• 3–5 years of CSM or Account Management experience

• SaaS, B2B technology, or professional services background

• Familiarity with:

  • NPS
  • CSAT
  • customer health scoring

• Experience creating:

  • customer playbooks
  • client decks
  • case studies
  • onboarding materials

🧠 What Makes You a Strong Fit

• You think in:

  • retention
  • expansion
  • customer outcomes

• You balance:

  • customer advocacy
  • business goals

• Strong executive presence and communication skills

• Highly proactive and organized

• Able to manage multiple accounts without losing visibility

• Strong ownership mentality and accountability

• Comfortable operating in fast-paced client environments

📅 What a Typical Day Looks Like

• Review dashboards for:

  • at-risk accounts
  • renewal timelines
  • growth opportunities

• Conduct:

  • onboarding calls
  • customer check-ins
  • QBRs
  • strategic account reviews

• Coordinate internally with:

  • support
  • sales
  • product

• Track:

  • customer health
  • renewals
  • upsell opportunities

• Update CRM records and account notes

• Prepare recommendations and customer insights

In short:

You ensure customers achieve value, remain engaged, renew successfully, and continue growing with the business.

📊 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 / CSAT performance
• Reduced churn and improved retention

🌟 Why This Role Stands Out

• Direct ownership of:

  • retention
  • renewals
  • customer growth

• High-impact role across:

  • product
  • sales
  • support
  • customer experience

• Strong exposure to customer strategy and revenue growth

• Opportunity to build long-term client relationships

• Remote flexibility with structured expectations

• 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 solve customer challenges
• drive outcomes instead of just activity

this role is a strong fit for you.