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 + grow recurring revenue.

This is not a support-only role.

You’ll be responsible for:
✅ client onboarding
✅ product adoption
✅ account management
✅ renewals & 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
early

- 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
to resolve issues efficiently





- 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

? Required Experience & Skills

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:
- client advocacy
- 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 / 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 CSM
- 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.

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