Job Description
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 6. Reporting & Feedback Loop Track and report: Client health Usage metrics Renewal status Capture client feedback and share with product teams Improve overall customer experience What Makes You a Strong Fit You think in revenue (retention + expansion), not just support You’re a strong communicator with executive presence You balance: Client advocacy Business outcomes You’re proactive — not reactive You can
