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 and grow recurring revenue.
This is not a support-only role.
You’ll be responsible for:
- Client onboarding
- Product adoption
- Account management
- Renewals and 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
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
Resolve issues efficiently and professionally
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
Requirements
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 customer advocacy with 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 and 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 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 drive customer outcomes
- Enjoy managing accounts and growing revenue
this role is a strong fit for you.
