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.