Job 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.