Customer Success Manager

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) 1...