Customer Success Manager

• 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.