Customer Success Manager

Description

Summary: This role involves building strong client relationships, driving account growth, solving problems proactively, and acting as a trusted advisor to customers in a SaaS/B2B environment. Highlights: 1. Own a portfolio of client accounts and drive customer success and retention. 2. Engage in cross-functional collaboration with support, product, and sales teams. 3. Opportunity for strong growth within Customer Success with high visibility. **Customer Success Manager (CSM) – SaaS / B2B Accounts****Full\-Time \| Remote \| U.S. Business Hours** **About the Role** We’re hiring a **Customer Success Manager (CSM)** for one of our growing clients. This role is ideal for someone who enjoys: * Building strong client relationships * Driving renewals and account growth * Solving problems proactively * Acting as a trusted advisor to customers You’ll own a portfolio of client accounts and help customers get maximum value from the platform while improving retention, satisfaction, and expansion revenue. **What You’ll Do****Client Onboarding \& Adoption*** Lead onboarding sessions and product training * Help clients successfully implement and adopt the platform * Track onboarding progress and identify usage gaps early **Relationship Management*** Manage a portfolio of active client accounts * Serve as the primary point of contact for stakeholders * Conduct regular check\-ins and strategic business reviews (QBRs) **Customer Health \& Retention*** Monitor account health using: * + Gainsight + ChurnZero + Totango + CRM dashboards * Identify at\-risk accounts and proactively re\-engage them * Ensure strong renewals and long\-term retention **Upsells \& Account Growth*** Identify upsell and cross\-sell opportunities * Partner with sales teams to expand accounts * Support renewal conversations and contract reviews **Cross\-Functional Collaboration*** Work closely with support, product, and sales teams * Escalate issues and ensure timely resolution * Share customer feedback to improve products and customer experience **What We’re Looking For*** 2\+ years of experience in: * + Customer Success + Account Management + Client Success + SaaS support or relationship management * Strong communication and presentation skills * Experience using: * + Salesforce + HubSpot + Gainsight + ChurnZero + Totango * Ability to manage multiple client accounts simultaneously * Strong problem\-solving and relationship\-building skills * **Nice to Have** * SaaS or B2B technology background * Experience managing renewals or revenue targets * Familiarity with: * + NPS + CSAT + Customer health scoring * Experience creating client\-facing decks, QBRs, or playbooks **What a Typical Day Looks Like*** Review dashboards for: * + At\-risk accounts + Upsell opportunities + Customer health trends * Lead onboarding calls and QBRs * Coordinate internally with support and product teams * Prepare renewal forecasts and account plans * Update CRM notes and customer health metrics **In short:** you help clients succeed, renew, and grow. **Success Looks Like*** High renewal and retention rates * Strong customer satisfaction (NPS/CSAT) * Expansion revenue growth * Healthy and engaged client accounts * Proactive issue resolution and account management **Why This Role Stands Out*** Fully remote opportunity * Direct ownership of client relationships * Strong growth potential within Customer Success * Exposure to SaaS, B2B, and revenue operations * High\-impact role with visibility across teams **Interview Process*** Initial Screening Call * Recruiter Interview * Practical Assessment (QBR or account strategy exercise) * Final Client Interview * Offer \& Background Verification **Apply Now** If you: * Enjoy relationship\-building and problem\-solving * Thrive in client\-facing environments * Want a role focused on retention, growth, and customer experience This opportunity is a strong fit for you.