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

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

• Manage 20?40 client accounts
• Act as the primary point of contact
• Build strong relationships with stakeholders
• Conduct regular check-ins and strategic calls

• Monitor usage via:
• Gainsight
• ChurnZero
• Totango
• Identify at-risk accounts early
• Execute re-engagement playbooks
• Deliver Quarterly Business Reviews (QBRs) aligned with ROI

• Triage client issues and escalate internally
• Work with product/technical teams for resolution
• Ensure issues are fully resolved and clients are satisfied

• Identify upsell and cross-sell opportunities
• Collaborate with sales teams on expansion
• Own renewal pipeline and timelines
• Prepare contracts and ensure smooth renewals

• Track and report:
• Client health
• Usage metrics
• Renewal status
• Capture client feedback and share with product teams
• Improve overall customer experience

• 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

• 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.