Customer Success Manager

Role Summary

• 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

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 .

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)

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)

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

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.

Responsibilities

You will

1. Manage a portfolio of accounts
2. Drive onboarding and adoption
3. Identify risks early and prevent churn
4. Own renewals and expansion opportunities

If you think in terms of retention, expansion, and client value — this role is built for you.

1. Onboarding & Product Adoption

• Lead onboarding and define success criteria
• Configure accounts and deliver training
• Ensure smooth implementation

Track early adoption and close gaps

1. 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

1. 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

1. 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

1. 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

1. Reporting & Feedback Loop

• Proven ability to
• Manage accounts
• Drive renewals

Coordinate internally with

1. Support
2. Product
3. Sales
4. Track renewals and expansion opportunities
5. Update CRM and health scores
6. Prepare insights and recommendations

Requirements

Nice to Have

• 3–5 years CSM/AM experience with revenue targets
• SaaS, B2B tech, or professional services background

About the Company

Work directly with leadership in a highly visible role.

Operate at the forefront of AI, marketing, and automation.

Gain exposure across content, growth, outreach, events, and operations.

Significant ownership and creative freedom.

Opportunity to build systems that directly impact business growth.

Fully remote work environment.

Additional Information

• Initial Phone Screen
• Video Interview
• Practical Task (QBR / account strategy scenario)
• Client Interview
• Offer & Background Verification
• Apply Now