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

📌 Customer Success Manager (Perú)
🏢 Empresa reconocida
📍 Perú