Customer Success Manager

🚀 Customer Success Manager (CSM / Account Manager – SaaS, Renewals & Growth) – RemoteFull-Time | Remote | U.S. Business Hours💼 About the RoleWe’re hiring a proactive and relationship-driven Customer Success Manager (CSM) / Account Manager to own customer relationships, drive product adoption, and protect + grow recurring revenue.This is not a support-only role.You’ll be responsible for: ✅ client onboarding ✅ product adoption ✅ account management ✅ renewals & retention ✅ upsell and expansion opportunities ✅ customer health monitoringYou’ll manage a portfolio of accounts while partnering closely with:salesproductsupportleadershipto ensure customers see measurable value and remain long-term partners.If you think in terms of:retentionexpansioncustomer outcomesrevenue growthproactive relationship managementthis role is a strong fit.🔥 What You’ll OwnCustomer Onboarding & Product AdoptionLead onboarding and implementation processes for new clientsDefine customer success goals and adoption milestonesDeliver:training sessionsonboarding walkthroughsproduct guidanceEnsure smooth implementation and time-to-valueMonitor early adoption and proactively close usage gapsAccount & Relationship ManagementManage a portfolio of 20–40 client accountsServe as the primary point of contact for customer relationshipsBuild strong relationships with:executivesstakeholdersend usersConduct:recurring check-insstrategy callsQuarterly Business Reviews (QBRs)Maintain strong engagement and long-term account healthProactive Client Engagement & RetentionMonitor account health using platforms such as:GainsightChurnZeroTotangoIdentify: adoption riskschurn indicatorsengagement gaps earlyExecute re-engagement and retention playbooks proactivelyAlign customer outcomes with measurable ROI and business goalsSupport Coordination & Escalation ManagementTriage and coordinate client issues internallyPartner with: support teamstechnical teamsproduct stakeholders to resolve issues efficientlyEnsure clients remain informed throughout issue resolutionAdvocate for customer needs while balancing business prioritiesRenewals, Expansion & Revenue GrowthOwn the renewal pipeline and renewal timelinesIdentify:upsell opportunitiescross-sell opportunitiesaccount expansion opportunitiesCollaborate with sales teams on account growth initiativesPrepare renewal documentation and ensure smooth contract executionDrive strong Net Revenue Retention (NRR) performanceReporting & Customer FeedbackTrack and report:customer health scoresusage metricsrenewal forecastsretention performanceCapture customer feedback and communicate insights internallyHelp improve:onboardingproduct experiencecustomer journeyretention strategies💻 Required Experience & SkillsCore Requirements2–3+ years of experience in:Customer SuccessAccount ManagementClient SuccessRelationship ManagementStrong experience with:SalesforceHubSpotCRM platformsCustomer Success toolsExperience conducting:QBRsonboarding callsaccount reviewsclient presentationsProven ability to:manage client accountsdrive renewalsreduce churnExcellent written and verbal English communication skillsStrong organizational and multitasking abilitiesComfortable working independently in a remote environment⭐ Nice to Have3–5+ years of Customer Success or Account Management experienceSaaS, B2B technology, or professional services backgroundFamiliarity with:NPSCSATcustomer health scoringretention analyticsExperience creating:customer playbooksclient presentationscase studiesadoption strategiesRevenue ownership or quota-carrying experience🧠 What Makes You a Strong FitYou think in customer outcomes and revenue retentionYou balance:client advocacybusiness impactYou are proactive, organized, and highly responsiveYou build trust quickly with stakeholdersYou manage multiple accounts without losing visibilityYou focus on long-term customer value — not reactive supportYou communicate with confidence and executive presence📅 What a Typical Day Looks LikeReview dashboards for:at-risk accountsproduct adoptionexpansion opportunitiesConduct onboarding, check-in, and QBR callsCoordinate internally with:productsupportsalesTrack renewals and account growth opportunitiesUpdate CRM and customer health recordsPrepare recommendations and client insightsFollow up proactively with customers to drive engagementIn short: You ensure customers see value, stay engaged, renew successfully, and grow over time.📊 Key Metrics for Success (KPIs)Net Revenue Retention (NRR) ≥ 100%Renewal rate ≥ 90–95%Expansion and upsell revenue growthCustomer health score improvementProduct adoption and engagement metricsNPS / CSAT performanceChurn reduction and account retention🌟 Why This Role Stands OutDirect ownership of retention and revenue growthStrong exposure to:customer strategyaccount growthSaaS operationsexecutive client communicationHigh-impact role across:productsalessupportcustomer experienceOpportunity to build long-term customer relationshipsFully remote role with strong ownership and visibilityGrowth opportunities into:Senior CSMStrategic Account ManagementCustomer Success LeadershipRevenue Operations🧪 Interview ProcessInitial Phone ScreenVideo InterviewPractical Task (QBR / Account Strategy Scenario)Client InterviewOffer & Background Verification👉 Apply NowIf you:build strong client relationshipsthink in retention and expansionproactively drive customer outcomesenjoy managing accounts and growing revenuethis role is a strong fit for you.Originally posted on Himalayas