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

1. 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

1. 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

1. 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

1. 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

1. 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 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

1. Initial phone screen
2. Video interview
3. Practical task (QBR / account strategy scenario)
4. Client interview
5. 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.