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 + 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 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
  • Client-facing roles
• Experience with:
  • Salesforce or HubSpot
  • CS platforms (e.g., Gainsight, ChurnZero, Totango)
• Strong presentation skills (QBRs, demos, client reviews)
• Proven ability to:
  • Manage accounts
  • 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
  • Customer health scoring
• Experience creating:
  • Playbooks
  • Client decks
  • Case studies

What a typical day looks like

• Review dashboards for:
  • At-risk accounts
  • Growth opportunities
• Conduct client calls (onboarding, check-ins, QBRs)
• Coordinate internally with:
  • Support
  • Product
  • Sales
• 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 + 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 & background verification

Apply now

If you’re someone who:

• Builds strong client relationships
• Thinks in retention and expansion
• Drives outcomes, not just activity

This role is a strong fit.