Customer Success Manager

Customer Success Manager (CSM / Account Manager, SaaS, Renewals & Growth) – Remote | U.S. Hours

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

About the Role

We’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 accounts
• Drive onboarding and adoption
• Identify risks early and prevent churn
• Own renewals and expansion opportunities

If you think in terms of retention, expansion, and client value — this role is built for you.

What You’ll Own

1. Onboarding & Product Adoption

• Lead onboarding and define success criteria
• Configure accounts and deliver training
• Ensure smooth implementation
• Track early adoption and close gaps

2. Account & Relationship Management

• Manage 20–40 client accounts
• Act as the primary point of contact
• Build strong relationships with stakeholders
• Conduct regular check-ins and strategic calls

3. Proactive Client Engagement

• Monitor usage via:

• Gainsight

• ChurnZero

• Totango

• Identify at-risk accounts early

• Execute re-engagement playbooks

• Deliver Quarterly Business Reviews (QBRs) aligned with ROI

4. Support Coordination & Escalation

• Triage client issues and escalate internally
• Work with product/technical teams for resolution
• Ensure issues are fully resolved and clients are satisfied

5. Revenue Growth & Retention

• Identify upsell and cross-sell opportunities
• Collaborate with sales teams on expansion
• Own renewal pipeline and timelines
• Prepare contracts and ensure smooth renewals