🚀 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:
- 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.
