About the job
Job Title: Customer Success Manager
Position Type: Full-Time, Remote
Working Hours: U.S. client business hours (with flexibility for client calls, QBRs, and support escalations)
About the Role:
We are looking for a dynamic Customer Success Manager / Account Manager to lead our client relationships, enhance product adoption, and drive renewals and growth. This position requires a harmonious blend of proactive engagement and adept problem-solving, advocating for clients internally while also uncovering upsell and cross-sell opportunities. The CSM is pivotal in ensuring clients derive measurable value and fostering long-term, profitable partnerships.
Key Responsibilities:
Onboarding & Adoption:
- Facilitate client onboarding sessions and define success metrics.
- Configure accounts, deliver comprehensive product training, and ensure seamless implementations.
- Monitor early adoption indicators to pinpoint any gaps.
Relationship Management:
- Oversee a portfolio of 20–40 active accounts, depending on client size.
- Act as the primary liaison for client stakeholders.
- Conduct regular check-ins and strategic reviews.
Proactive Engagement:
- Track product usage via tools like Gainsight, ChurnZero, Totango, or custom dashboards.
- Proactively identify at-risk accounts and implement playbooks for re-engagement.
- Deliver quarterly business reviews (QBRs) to align on objectives and ROI.
Support & Escalation:
- Manage support inquiries and escalate to technical teams when necessary.
- Ensure resolution tracking and maintain client satisfaction post-issue.
Growth & Retention:
- Spot upsell/cross-sell opportunities based on client needs.
- Collaborate with sales teams to expand accounts while ensuring renewals.
- Maintain oversight of the renewal pipeline and prepare contracts for review.
Reporting & Feedback:
- Compile reports on client health, usage, and renewal status.
- Gather client feedback and communicate it to product/engineering teams for enhancements.
Ideal Candidate Profile:
- Strong communicator with executive presence and consultative capabilities.
- Empathetic listener who balances client aspirations with business goals.
- Highly organized multitasker who excels at managing multiple accounts.
- Confident in owning revenue responsibilities through retention and growth.
Required Experience & Skills:
- 2–3 years in customer success, account management, or client-facing roles.
- Familiarity with CRM systems (Salesforce, HubSpot) and customer success platforms.

