Customer Success Manager

🚀 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 opport