🚀 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 + grow recurring revenue.

This is not a support-only role. You’ll be responsible for:

✅ client onboarding

✅ product adoption ✅ account management ✅ renewals & 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 early

• 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 to resolve issues efficiently

• 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

💻 Required Experience & Skills

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: • client advocacy • 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) ≥ 100% • Renewal rate ≥ 90–95% • Expansion and upsell revenue growth • Customer health score improvement • Product adoption and engagement metrics • NPS / 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 CSM • 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. Originally