Description
Customer Success Manager (CSM / Account Manager, SaaS, Renewals & Growth) – Remote | U.S. HoursPosition Type: Full-Time, Remote Working Hours: U.S. client business hoursAbout the RoleWe’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.You will:Manage a portfolio of accountsDrive onboarding and adoptionIdentify risks early and prevent churnOwn renewals and expansion opportunitiesIf you think in terms of retention, expansion, and client value — this role is built for you.What You’ll Own1. Onboarding & Product AdoptionLead onboarding and define success criteriaConfigure accounts and deliver trainingEnsure smooth implementationTrack early adoption and close gaps2. Account & Relationship ManagementManage 20–40 client accountsAct as the primary point of contactBuild strong relationships with stakeholdersConduct regular check-ins and strategic calls3. Proactive Client EngagementMonitor usage via:GainsightChurnZeroTotangoIdentify at-risk accounts earlyExecute re-engagement playbooksDeliver Quarterly Business Reviews (QBRs) aligned with ROI4. Support Coordination & EscalationTriage client issues and escalate internallyWork with product/technical teams for resolutionEnsure issues are fully resolved and clients are satisfied5. Revenue Growth & RetentionIdentify upsell and cross-sell opportunitiesCollaborate with sales teams on expansionOwn renewal pipeline and timelinesPrepare contracts and ensure smooth renewals6. Reporting & Feedback LoopTrack and report:Client healthUsage metricsRenewal statusCapture client feedback and share with product teamsImprove overall customer experienceWhat Makes You a Strong FitYou think in revenue (retention + expansion), not just supportYou’re a strong communicator with executive presenceYou balance:Client advocacyBusiness outcomesYou’re proactive — not reactiveYou can manage multiple accounts without dropping the ballMust-Have Requirements2–3+ years in:Customer SuccessAccount ManagementClient-facing rolesExperience with:Salesforce or HubSpotCS platforms (e.g., Gainsight, ChurnZero, Totango)Strong presentation skills (QBRs, demos, client reviews)Proven ability to:Manage accountsDrive renewalsNice to Have3–5 years CSM/AM experience with revenue targetsSaaS, B2B tech, or professional services backgroundFamiliarity with:NPS / CSATCustomer health scoringExperience creating:PlaybooksClient decksCase studiesWhat a Typical Day Looks LikeReview dashboards for:At-risk accountsGrowth opportunitiesConduct client calls (onboarding, check-ins, QBRs)Coordinate internally with:SupportProductSalesTrack renewals and expansion opportunitiesUpdate CRM and health scoresPrepare insights and recommendationsIn short: You ensure customers see value, stay, and grow.Key Metrics (KPIs)Net Revenue Retention (NRR) ≥ 100%Renewal rate ≥ 90–95%Expansion / upsell revenueClient health score improvementNPS / CSAT performanceWhy This Role Stands OutDirect ownership of revenue retention + growthHigh-impact role across product, sales, and customer experienceStrong exposure to client strategy and decision-makingOpportunity to build long-term client relationshipsRemote flexibility with structured expectationsInterview ProcessInitial Phone ScreenVideo InterviewPractical Task (QBR / account strategy scenario)Client InterviewOffer & Background VerificationApply NowIf you’re someone who:Builds strong client relationshipsThinks in retention and expansionDrives outcomes, not just activityThis role is a strong fit.