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Open nowPosted 115 days ago

Customer Success Manager

Workable (global search)108,016 open roles

Where
United States
Work mode
Remote
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Your applicationOpen nowCustomer Success ManagerWorkable (global search) · United States

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The clock on this job

Early applications get read.

7.9% of postings close within 7 days. Measured by our own scanner across the market. Workable (global search) postings stay open a median of 7 days.

Share of postings closed within
  1. 1.6%1 day
  2. 3.6%3 days
  3. 7.9%7 days
  4. 14.9%14 days
  5. 34.0%30 days
This job: posted 115 days ago

Workable (global search) median: 7 days open

The posting

Customer Success Manager (CSM / Account Manager, SaaS, Renewals & Growth) – Remote | U.S. Hours

Position Type: Full-Time, Remote Working Hours: U.S. client business hours

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
  • 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.

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