Job Description
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.
