Job Description

🚀 Customer Success Manager (CSM / Account Manager, SaaS, Renewals & Growth) – Remote

Position Type: Full-Time, Remote
Working Hours: U.S. Client Business Hours

💼 About the Role

We’re hiring a proactive and relationship-driven Customer Success Manager (CSM) / Account Manager to own client relationships, drive product adoption, and protect + grow revenue across a portfolio of accounts.

This is not a support-only role.

You will:

• manage client relationships
• drive onboarding and adoption
• identify churn risks early
• own renewals and expansion opportunities
• improve customer health and retention

You’ll work closely with:

• sales
• support
• product
• leadership teams

to ensure customers achieve measurable value while expanding long-term account growth.

If you think in terms of:

• retention
• expansion
• customer outcomes
• revenue growth
• strategic relationship management

this role is a strong fit.

🔥 What You’ll Own

Onboarding & Product Adoption

• Lead customer onboarding and implementation processes
• Define customer success criteria and onboarding goals
• Configure accounts and deliver onboarding sessions or training
• Ensure smooth adoption and time-to-value
• Monitor early usage and proactively close adoption gaps

Account & Relationship Management

• Manage a portfolio of 20–40 client accounts
• Act as the primary point of contact for customer relationships
• Build strong relationships with:
• stakeholders
• decision-makers
• executive contacts
• Conduct:
• check-ins
• strategic reviews
• customer success calls
• Quarterly Business Reviews (QBRs)

Proactive Client Engagement & Retention

• Monitor account health using platforms such as:
• Gainsight
• ChurnZero
• Totango
• Identify:
• churn risks
• low adoption
• expansion opportunities
• Execute:
• re-engagement strategies
• retention playbooks
• customer success initiatives
• Ensure customers consistently realize ROI and product value

Support Coordination & Escalation Management

• Triage customer issues and coordinate internal escalations
• Work closely with:
• support teams
• product teams
• technical stakeholders
• Ensure issues are fully resolved and communicated clearly
• Maintain strong customer trust during issue resolution

Revenue Growth & Renewals

• Own:
• renewals
• expansion opportunities
• upsells
• cross-sells
• Collaborate with sales teams on account growth strategies
• Prepare:
• renewal documentation
• contracts
• account recommendations
• Maintain visibility into:
• renewal timelines
• expansion pipeline
• account risks

Reporting & Customer Insights

• Track and report:
• client health scores
• usage metrics
• retention metrics
• renewal status
• expansion opportunities
• Capture customer feedback and share insights internally
• Help improve:
• onboarding
• customer experience
• retention processes
• product adoption strategies

💻 Must-Have Requirements

Experience

• 2–3+ years of experience in:
• Customer Success
• Account Management
• Client-facing SaaS or service roles
• Proven experience:
• managing customer accounts
• driving renewals
• maintaining client relationships

Technical & Operational Skills

• Experience with:
• Salesforce
• HubSpot
• or similar CRM platforms
• Experience using customer success platforms such as:
• Gainsight
• ChurnZero
• Totango
• Strong presentation and communication skills
• Comfortable leading:
• QBRs
• demos
• strategic client reviews
• Strong organizational and account management abilities

⭐ Nice to Have

• 3–5 years of CSM or Account Management experience
• SaaS, B2B technology, or professional services background
• Familiarity with:
• NPS
• CSAT
• customer health scoring
• Experience creating:
• customer playbooks
• client decks
• case studies
• onboarding materials

🧠 What Makes You a Strong Fit

• You think in:
• retention
• expansion
• customer outcomes
• You balance:
• customer advocacy
• business goals
• Strong executive presence and communication skills
• Highly proactive and organized
• Able to manage multiple accounts without losing visibility
• Strong ownership mentality and accountability
• Comfortable operating in fast-paced client environments

📅 What a Typical Day Looks Like

• Review dashboards for:
• at-risk accounts
• renewal timelines
• growth opportunities
• Conduct:
• onboarding calls
• customer check-ins
• QBRs
• strategic account reviews
• Coordinate internally with:
• support
• sales
• product
• Track:
• customer health
• renewals
• upsell opportunities
• Update CRM records and account notes
• Prepare recommendations and customer insights

In short:
You ensure customers achieve value, remain engaged, renew successfully, and continue growing with the business.

📊 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
• Reduced churn and improved retention

🌟 Why This Role Stands Out

• Direct ownership of:
• retention
• renewals
• customer growth
• High-impact role across:
• product
• sales
• support
• customer experience
• Strong exposure to customer strategy and revenue growth
• Opportunity to build long-term client relationships
• Remote flexibility with structured expectations
• Growth opportunities into:
• Senior Customer Success Manager
• 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 solve customer challenges
• drive outcomes instead of just activity

this role is a strong fit for you.