Customer Success Manager

Overview

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
• + 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

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.