Customer Success Manager

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 : Our client is seeking a Customer Success Manager / Account Manager to own client relationships, drive product adoption, and ensure renewals and growth. This role requires balancing proactive engagement with responsive problem-solving, acting as the client's advocate internally while also identifying upsell and cross-sell opportunities. The CSM ensures that customers achieve measurable value while maintaining long-term, profitable partnerships.

Responsibilities :

• Lead client onboarding sessions and establish success criteria.
• Configure accounts, deliver product training, and ensure smooth implementation.
• Track early adoption metrics to identify gaps.
• Manage a portfolio of 2040 active accounts, depending on client size.
• Serve as the primary point of contact for client stakeholders.
• Conduct regular check-ins and strategic reviews.
• Monitor product usage through Gainsight, ChurnZero, Totango, or custom dashboards.
• Identify at-risk accounts early and execute playbooks to re-engage them.
• Deliver quarterly business reviews (QBRs) to align on goals and ROI.
• Triage support issues and escalate to technical teams as needed.
• Track resolution and ensure client satisfaction post-issue.
• Identify upsell / cross-sell opportunities based on client needs.
• Collaborate with sales teams to expand accounts while maintaining renewals.
• Track renewal pipeline and prepare contracts for review.
• Prepare reports on client health, usage, and renewal status.
• Capture client feedback and relay to product / engineering teams for improvements.

What Makes You a Perfect Fit :

Required Experience & Skills (Minimum) :

Ideal Experience & Skills :

What Does a Typical Day Look Like? A CSM's day revolves around driving client value and ensuring account health. You will :

Key Metrics for Success (KPIs) :

Interview Process :