Job Description
🚀 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 stakeho
