Customer Success Manager
About the role
We’re hiring a Customer Success Manager (CSM) / Account Manager to own client relationships, drive product adoption, and protect plus 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 plus expansion), not just support
- You’re a strong communicator with executive presence
- You balance client advocacy and business outcomes
- You’re proactive — not reactive
- You can manage multiple accounts without dropping the ball
Must-have requirements
- 2–3+ years in customer success, account management, or client-facing roles
- Experience with Salesforce or HubSpot
- Experience with customer success platforms (e.g., Gainsight, ChurnZero, Totango)
- Strong presentation skills (QBRs, demos, client reviews)
- Proven ability to manage accounts and drive renewals
Nice to have
- 3–5 years CSM/AM experience with revenue targets
- SaaS, B2B tech, or professional services background
- Familiarity with NPS / CSAT and customer health scoring
- Experience creating playbooks, client decks, and case studies
What a typical day looks like
- Review dashboards for at-risk accounts and growth opportunities
- Conduct client calls (onboarding, check-ins, QBRs)
- Coordinate internally with support, product, and sales teams
- Track renewals and expansion opportunities
- Update CRM and health scores
- Prepare insights and recommendations
In short: you ensure customers see value, stay, and grow.
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 across product, sales, and customer experience
- Strong exposure to client strategy and decision-making
- Opportunity to build long-term client relationships
- Remote flexibility with structured expectations
Interview process
- Initial phone screen
- Video interview
- Practical task (QBR / account strategy scenario)
- Client interview
- Offer and background verification
Apply now
If you’re someone who builds strong client relationships, thinks in retention and expansion, and drives outcomes, not just activity, this role is a strong fit.