Customer Success Manager

* 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
* 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.