Customer Success Manager

About the role

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 and grow recurring revenue. This is not a support-only role. You'll be responsible for: Client onboarding Product adoption Account management Renewals and 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 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 Resolve issues efficiently and professionally 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 Requirements 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 customer advocacy with 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 and 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 H

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