CustomerSuccessManager

### **Customer Success Manager (CSM / Account Manager, SaaS, Renewals & Growth) – Remote | U.S. Hours** **Position Type:** Full-Time, Remote **Working Hours:** U.S. client business hours ### **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 **re