🚀 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:

support
sales
product

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

Customer Success Manager

About this role