Customer Success Manager

Customer Success Manager (CSM / Account Manager)

Position Type: Full-Time, Remote
Working Hours: U.S. client business hours

About the Role

We are seeking a dynamic Customer Success Manager (CSM) / Account Manager to own client relationships, drive product adoption, and protect and grow revenue. This is a proactive role focused on client value, retention, and expansion, not solely support.

What You'll Own

1. Onboarding & Product Adoption:

• Lead client onboarding and define success criteria.
• Configure accounts and deliver training sessions.
• Ensure smooth implementation processes.
• Track early adoption and address any gaps.

2. Account & Relationship Management:

• Manage a portfolio of 20–40 client accounts.
• Serve as the primary point of contact for your accounts.
• Build strong, lasting relationships with key stakeholders.
• Conduct regular check-ins and strategic client calls.

3. Proactive Client Engagement:

• Monitor client usage via platforms like Gainsight, ChurnZero, or Totango.
• Identify at-risk accounts early and implement proactive strategies.
• Execute re-engagement playbooks to maintain client satisfaction.
• Deliver impactful Quarterly Business Reviews (QBRs) focused on client ROI.

4. Support Coordination & Escalation:

• Triage client issues and escalate internally as needed.
• Collaborate with Product and Technical teams for timely resolutions.
• Ensure complete issue resolution and client satisfaction.

5. Revenue Growth & Retention:

• Identify upsell and cross-sell opportunities within your portfolio.
• Collaborate with Sales teams to drive account expansion.
• Own the renewal pipeline and ensure timely contract renewals.
• Prepare contracts and facilitate smooth renewal processes.

6. Reporting & Feedback Loop:

• Track and report on key metrics: client health, usage, and renewal status.
• Capture valuable client feedback and share insights with Product teams.
• Contribute to improving the overall customer experience.

What Makes You a Strong Fit

• A revenue-focused mindset (retention + expansion).
• Strong communication skills with executive presence.
• Ability to balance client advocacy with business outcomes.
• A proactive, results-oriented approach.
• Proven ability to manage multiple accounts effectively.

Must-Have Requirements

• 2–3+ years of experience in Customer Success, Account Management, or other client-facing roles.
• Experience with CRM systems (e.g., Salesforce, HubSpot) and CS platforms (e.g., Gainsight, ChurnZero, Totango).
• Strong presentation skills, including delivering QBRs and client reviews.
• Proven track record of managing accounts and driving renewals.

Nice to Have

• 3–5 years of CSM/AM experience with direct revenue targets.
• Background in SaaS, B2B tech, or professional services.
• Familiarity with NPS/CSAT and customer health scoring.
• Experience creating playbooks, client decks, and case studies.

What a Typical Day Looks Like

• Reviewing dashboards for at-risk accounts and growth opportunities.
• Conducting client calls (onboarding, check-ins, QBRs).
• Coordinating internally with Support, Product, and Sales teams.
• Tracking renewals and expansion opportunities.
• Updating CRM and customer health scores.
• Preparing insights and recommendations for clients.

Key Metrics (KPIs)

• Net Revenue Retention (NRR) ≥ 100%
• Renewal rate ≥ 90–95%
• Expansion / upsell revenue
• Client health score improvement
• NPS / CSAT performance

Why This Role Stands Out

• Direct ownership of revenue retention and growth.
• High-impact role influencing product, sales, and customer experience.
• Significant exposure to client strategy and decision-making.
• Opportunity to build long-term, strategic client relationships.
• Remote flexibility with clear expectations and structure.

Interview Process

• Initial Phone Screen
• Video Interview
• Practical Task (QBR / account strategy scenario)
• Client Interview
• Offer & Background Verification