Job 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 You balance: Client advocacy Business outcomes You’re proactive — not reactive You can manage multiple accounts without dropping the ball Must-Have Requirements 2–3+ years in: Customer Success Account Management Client-facing roles Experience with: Salesforce or HubSpot CS platforms (e.
g., Gainsight, ChurnZero, Totango) Strong presentation skills (QBRs, demos, client reviews) Proven ability to: Manage accounts Drive renewals Nice to Have 3–5 years CSM/AM experience with revenue targets SaaS, B2B tech, or professional services background Familiarity with: NPS / CSAT Customer health scoring Experience creating: Playbooks Client decks Case studies What a Typical Day Looks Like Review dashboards for: At-risk accounts Growth opportunities Conduct client calls (onboarding, check-ins, QBRs) Coordinate internally with: Support Product Sales Track renewals and expansion opportunities Update CRM and health scores Prepare insights and recommendations In short: You ensure customers see value, stay, and grow.
Key Metrics (KPIs) Net Revenue Retention (NRR) ≥ 100% Renewal rate ≥ 90–95% Expansion / upsell revenue Client health score improvement NPS / CSAT performance Why This Role Stands Out Direct ownership of revenue retention + growth High-impact role across product, sales, and customer experience Strong exposure to client strategy and decision-making Opportunity to build long-term client relationships Remote flexibility with structured expectations Interview Process Initial Phone Screen Video Interview Practical Task (QBR / account strategy scenario) Client Interview Offer & Background Verification Apply Now If you’re someone who: Builds strong client relationships Thinks in retention and expansion Drives outcomes, not just activity This role is a strong fit.
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