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:
- 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
- High-impact role across:
- Product
- Sales
- Support
- Customer experience
- Opportunity to build long-term customer relationships
- Fully remote role with strong ownership and visibility
- 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 drive customer outcomes
- Enjoy managing accounts and growing revenue
this role is a strong fit for you.
