Customer Success Manager

Job Description

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

Full-Time | Remote | U.S. Business Hours

💼 About the Role

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

This is not a support-only role.

You’ll be responsible for:

✅ client onboarding

✅ product adoption

✅ account management

✅ renewals & retention

✅ upsell and expansion opportunities

✅ customer health monitoring

You’ll manage a portfolio of accounts while partnering closely with:

• sales
• product
• support
• leadership

to ensure customers see measurable value and remain long-term partners.

If you think in terms of:

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

this role is a strong fit.

🔥 What You’ll Own

Customer Onboarding & Product Adoption

• Lead onboarding and implementation processes for new clients

• Define customer success goals and adoption milestones

• Deliver:

  • training sessions
  • onboarding walkthroughs
  • product guidance

• Ensure smooth implementation and time-to-value

• Monitor early adoption and proactively close usage gaps

Account & Relationship Management

• Manage a portfolio of 20–40 client accounts

• Serve as the primary point of contact for customer relationships

• Build strong relationships with:

  • executives
  • stakeholders
  • end users

• Conduct:

  • recurring check-ins
  • strategy calls
  • Quarterly Business Reviews (QBRs)

• Maintain strong engagement and long-term account health

Proactive Client Engagement & Retention

• Monitor account health using platforms such as:

  • Gainsight
  • ChurnZero
  • Totango

• Identify:

  • adoption risks
  • churn indicators
  • engagement gaps

  early

• Execute re-engagement and retention playbooks proactively

• Align customer outcomes with measurable ROI and business goals

Support Coordination & Escalation Management

• Triage and coordinate client issues internally

• Partner with:

  • support teams
  • technical teams
  • product stakeholders

  to resolve issues efficiently

• Ensure clients remain informed throughout issue resolution

• Advocate for customer needs while balancing business priorities

Renewals, Expansion & Revenue Growth

• Own the renewal pipeline and renewal timelines

• Identify:

  • upsell opportunities
  • cross-sell opportunities
  • account expansion opportunities

• Collaborate with sales teams on account growth initiatives

• Prepare renewal documentation and ensure smooth contract execution

• Drive strong Net Revenue Retention (NRR) performance

Reporting & Customer Feedback

• Track and report:

  • customer health scores
  • usage metrics
  • renewal forecasts
  • retention performance

• Capture customer feedback and communicate insights internally

• Help improve:

  • onboarding
  • product experience
  • customer journey
  • retention strategies

💻 Required Experience & Skills

Core Requirements

• 2–3+ years of experience in:

  • Customer Success
  • Account Management
  • Client Success
  • Relationship Management

• Strong experience with:

  • Salesforce
  • HubSpot
  • CRM platforms
  • Customer Success tools

• Experience conducting:

  • QBRs
  • onboarding calls
  • account reviews
  • client presentations

• Proven ability to:

  • manage client accounts
  • drive renewals
  • reduce churn

• Excellent written and verbal English communication skills

• Strong organizational and multitasking abilities

• Comfortable working independently in a remote environment

⭐ Nice to Have

• 3–5+ years of Customer Success or Account Management experience

• SaaS, B2B technology, or professional services background

• Familiarity with:

  • NPS
  • CSAT
  • customer health scoring
  • retention analytics

• Experience creating:

  • customer playbooks
  • client presentations
  • case studies
  • adoption strategies

• Revenue ownership or quota-carrying experience

🧠 What Makes You a Strong Fit

• You think in customer outcomes and revenue retention

• You balance:

  • client advocacy
  • business impact

• You are proactive, organized, and highly responsive

• You build trust quickly with stakeholders

• You manage multiple accounts without losing visibility

• You focus on long-term customer value — not reactive support

• You communicate with confidence and executive presence

📅 What a Typical Day Looks Like

• Review dashboards for:

  • at-risk accounts
  • product adoption
  • expansion opportunities

• Conduct onboarding, check-in, and QBR calls

• Coordinate internally with:

  • product
  • support
  • sales

• Track renewals and account growth opportunities

• Update CRM and customer health records

• Prepare recommendations and client insights

• Follow up proactively with customers to drive engagement

In short:

You ensure customers see value, stay engaged, renew successfully, and grow over time.

📊 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
• Churn reduction and account retention

🌟 Why This Role Stands Out

• Direct ownership of retention and revenue growth

• Strong exposure to:

  • customer strategy
  • account growth
  • SaaS operations
  • executive client communication

• High-impact role across:

  • product
  • sales
  • support
  • customer experience

• Opportunity to build long-term customer relationships

• Fully remote role with strong ownership and visibility

• Growth opportunities into:

  • Senior CSM
  • 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 drive customer outcomes
• enjoy managing accounts and growing revenue

this role is a strong fit for you.