Customer Success Manager

Job Description

💼 Customer Success Manager (CSM) – SaaS / B2B Accounts

Full-Time | Remote | U.S. Business Hours

🚀 About the Role

We’re hiring a Customer Success Manager (CSM) for one of our growing clients.

This role is ideal for someone who enjoys:

• Building strong client relationships
• Driving renewals and account growth
• Solving problems proactively
• Acting as a trusted advisor to customers

You’ll own a portfolio of client accounts and help customers get maximum value from the platform while improving retention, satisfaction, and expansion revenue.

💻 What You’ll Do

Client Onboarding & Adoption

• Lead onboarding sessions and product training
• Help clients successfully implement and adopt the platform
• Track onboarding progress and identify usage gaps early

Relationship Management

• Manage a portfolio of active client accounts
• Serve as the primary point of contact for stakeholders
• Conduct regular check-ins and strategic business reviews (QBRs)

Customer Health & Retention

• Monitor account health using:
• Gainsight
• ChurnZero
• Totango
• CRM dashboards
• Identify at-risk accounts and proactively re-engage them
• Ensure strong renewals and long-term retention

Upsells & Account Growth

• Identify upsell and cross-sell opportunities
• Partner with sales teams to expand accounts
• Support renewal conversations and contract reviews

Cross-Functional Collaboration

• Work closely with support, product, and sales teams
• Escalate issues and ensure timely resolution
• Share customer feedback to improve products and customer experience

🔥 What We’re Looking For

• 2+ years of experience in:
• Customer Success
• Account Management
• Client Success
• SaaS support or relationship management
• Strong communication and presentation skills
• Experience using:
• Salesforce
• HubSpot
• Gainsight
• ChurnZero
• Totango
• Ability to manage multiple client accounts simultaneously
• Strong problem-solving and relationship-building skills

⭐ Nice to Have

• SaaS or B2B technology background
• Experience managing renewals or revenue targets
• Familiarity with:
• NPS
• CSAT
• Customer health scoring
• Experience creating client-facing decks, QBRs, or playbooks

🧠 What a Typical Day Looks Like

• Review dashboards for:
• At-risk accounts
• Upsell opportunities
• Customer health trends
• Lead onboarding calls and QBRs
• Coordinate internally with support and product teams
• Prepare renewal forecasts and account plans
• Update CRM notes and customer health metrics

In short: you help clients succeed, renew, and grow.

📊 Success Looks Like

• High renewal and retention rates
• Strong customer satisfaction (NPS/CSAT)
• Expansion revenue growth
• Healthy and engaged client accounts
• Proactive issue resolution and account management

🌍 Why This Role Stands Out

• Fully remote opportunity
• Direct ownership of client relationships
• Strong growth potential within Customer Success
• Exposure to SaaS, B2B, and revenue operations
• High-impact role with visibility across teams

🧪 Interview Process

• Initial Screening Call
• Recruiter Interview
• Practical Assessment (QBR or account strategy exercise)
• Final Client Interview
• Offer & Background Verification

👉 Apply Now

If you:

• Enjoy relationship-building and problem-solving
• Thrive in client-facing environments
• Want a role focused on retention, growth, and customer experience

This opportunity is a strong fit for you.