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
- Onboarding & product adoption
Lead onboarding and define success criteria
Configure accounts and deliver training
Ensure smooth implementation
Track early adoption and close gaps
- 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
- 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
- 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
- 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
- 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
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.