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Customer Success Manager

Remote (Peru)Remote (region-locked)Individual contributorFound Jun 22
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customer successaccount managementsaasproduct adoptionrenewalsupsellcrm

Customer Success Manager (CSM / Account Manager – SaaS, Renewals & Growth) – Remote

Full-Time | Remote | U.S. Business Hours

About the Role

We’re hiring a proactive and relationship-driven Customer Success Manager (CSM) / Account Manager to own customer relationships, drive product adoption, and protect and grow recurring revenue.

This is not a support-only role.

You’ll be responsible for:

  • Client onboarding
  • Product adoption
  • Account management
  • Renewals and retention
  • Upsell and expansion opportunities
  • Customer health monitoring

You’ll manage a portfolio of accounts while partnering closely with:

  • Sales
  • Product
  • Support
  • Leadership

to ensure customers see measurable value and remain long-term partners.

If you think in terms of:

  • Retention
  • Expansion
  • Customer outcomes
  • Revenue growth
  • Proactive relationship management

this role is a strong fit.

What You’ll Own

Customer Onboarding & Product Adoption

  • Lead onboarding and implementation processes for new clients

  • Define customer success goals and adoption milestones

  • Deliver:

  • Training sessions

  • Onboarding walkthroughs

  • Product guidance

  • Ensure smooth implementation and time-to-value

  • Monitor early adoption and proactively close usage gaps

Account & Relationship Management

  • Manage a portfolio of 20–40 client accounts

  • Serve as the primary point of contact for customer relationships

  • Build strong relationships with:

  • Executives

  • Stakeholders

  • End users

  • Conduct:

  • Recurring check-ins

  • Strategy calls

  • Quarterly Business Reviews (QBRs)

  • Maintain strong engagement and long-term account health

Proactive Client Engagement & Retention

  • Monitor account health using platforms such as:

  • Gainsight

  • ChurnZero

  • Totango

  • Identify:

  • Adoption risks

  • Churn indicators

  • Engagement gaps

  • Execute re-engagement and retention playbooks proactively

  • Align customer outcomes with measurable ROI and business goals

Support Coordination & Escalation Management

  • Triage and coordinate client issues internally

  • Partner with:

  • Support teams

  • Technical teams

  • Product stakeholders

  • Resolve issues efficiently and professionally

  • Ensure clients remain informed throughout issue resolution

  • Advocate for customer needs while balancing business priorities

Renewals, Expansion & Revenue Growth

  • Own the renewal pipeline and renewal timelines

  • Identify:

  • Upsell opportunities

  • Cross-sell opportunities

  • Account expansion opportunities

  • Collaborate with sales teams on account growth initiatives

  • Prepare renewal documentation and ensure smooth contract execution

  • Drive strong Net Revenue Retention (NRR) performance

Reporting & Customer Feedback

  • Track and report:

  • Customer health scores

  • Usage metrics

  • Renewal forecasts

  • Retention performance

  • Capture customer feedback and communicate insights internally

  • Help improve:

  • Onboarding

  • Product experience

  • Customer journey

  • Retention strategies

Requirements

Core Requirements

  • 2–3+ years of experience in:

  • Customer Success

  • Account Management

  • Client Success

  • Relationship Management

  • Strong experience with:

  • Salesforce

  • HubSpot

  • CRM platforms

  • Customer Success tools

  • Experience conducting:

  • QBRs

  • Onboarding calls

  • Account reviews

  • Client presentations

  • Proven ability to:

  • Manage client accounts

  • Drive renewals

  • Reduce churn

  • Excellent written and verbal English communication skills

  • Strong organizational and multitasking abilities

  • Comfortable working independently in a remote environment

Nice to Have

  • 3–5+ years of Customer Success or Account Management experience

  • SaaS, B2B technology, or professional services background

  • Familiarity with:

  • NPS

  • CSAT

  • Customer health scoring

  • Retention analytics

  • Experience creating:

  • Customer playbooks

  • Client presentations

  • Case studies

  • Adoption strategies

  • Revenue ownership or quota-carrying experience

What Makes You a Strong Fit

  • You think in customer outcomes and revenue retention
  • You balance customer advocacy with business impact
  • You are proactive, organized, and highly responsive
  • You build trust quickly with stakeholders
  • You manage multiple accounts without losing visibility
  • You focus on long-term customer value, not reactive support
  • You communicate with confidence and executive presence

What a Typical Day Looks Like

  • Review dashboards for:

  • At-risk accounts

  • Product adoption

  • Expansion opportunities

  • Conduct onboarding, check-in, and QBR calls

  • Coordinate internally with:

  • Product

  • Support

  • Sales

  • Track renewals and account growth opportunities

  • Update CRM and customer health records

  • Prepare recommendations and client insights

  • Follow up proactively with customers to drive engagement

In 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 growth
  • Customer health score improvement
  • Product adoption and engagement metrics
  • NPS and CSAT performance
  • Churn reduction and account retention

Why This Role Stands Out

  • Direct ownership of retention and revenue growth

  • Strong exposure to:

  • Customer strategy

  • Account growth

  • SaaS operations

  • Executive client communication

  • High-impact role across:

  • Product

  • Sales

  • Support

  • Customer experience

  • Opportunity to build long-term customer relationships

  • Fully remote role with strong ownership and visibility

  • Growth opportunities into:

  • Senior Customer Success Manager

  • Strategic Account Management

  • Customer Success Leadership

  • Revenue Operations

Interview Process

  • Initial Phone Screen
  • Video Interview
  • Practical Task (QBR / Account Strategy Scenario)
  • Client Interview
  • Offer & Background Verification

Apply Now

If you:

  • Build strong client relationships
  • Think in retention and expansion
  • Proactively drive customer outcomes
  • Enjoy managing accounts and growing revenue

this role is a strong fit for you.

Originally posted on Himalayas

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