Description

? Customer Success Manager (CSM) – SaaS / B2B Accounts

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

? About the Role

We’re hiring a Customer Success Manager (CSM) for one of our growing clients.

This role is adecuado for someone who enjoys:

- Building strong client relationships
- Driving renewals and account growth
- Solving problems proactively
- Acting as a trusted advisor to customers

You’ll own a portfolio of client accounts and help customers get maximum value from the platform while improving retention, satisfaction, and expansion revenue.

? What You’ll Do

Client Onboarding & Adoption

- Lead onboarding sessions and product training
- Help clients successfully implement and adopt the platform
- Track onboarding progress and identify usage gaps early

Relationship Management

- Manage a portfolio of active client accounts
- Serve as the primary point of contact for stakeholders
- Conduct regular check-ins and strategic business reviews (QBRs)

Customer Health & Retention

- Monitor account health using:
- Gainsight
- ChurnZero
- Totango
- CRM dashboards

- Identify at-risk accounts and proactively re-engage them
- Ensure strong renewals and long-term retention

Upsells & Account Growth

- Identify upsell and cross-sell opportunities
- Partner with sales teams to expand accounts
- Support renewal conversations and contract reviews

Cross-Functional Collaboration

- Work closely with support, product, and sales teams
- Escalate issues and ensure timely resolution
- Share customer feedback to improve products and customer experience

? What We’re Looking For

- 2+ years of experience in:
- Customer Success
- Account Management
- Client Success
- SaaS support or relationship management





- Strong communication and presentation skills
- Experience using:

- Salesforce
- HubSpot
- Gainsight
- ChurnZero
- Totango

- Ability to manage multiple client accounts simultaneously
- Strong problem-solving and relationship-building skills

⭐ Nice to Have

- SaaS or B2B technology background
- Experience managing renewals or revenue targets
- Familiarity with:
- NPS
- CSAT
- Customer health scoring

- Experience creating client-facing decks, QBRs, or playbooks

? What a Typical Day Looks Like

- Review dashboards for:
- At-risk accounts
- Upsell opportunities
- Customer health trends

- Lead onboarding calls and QBRs
- Coordinate internally with support and product teams
- Prepare renewal forecasts and account plans
- Update CRM notes and customer health metrics

In short: you help clients succeed, renew, and grow.

? Success Looks Like

- High renewal and retention rates
- Strong customer satisfaction (NPS/CSAT)
- Expansion revenue growth
- Healthy and engaged client accounts
- Proactive issue resolution and account management

? Why This Role Stands Out

- Fully remote opportunity
- Direct ownership of client relationships
- Strong growth potential within Customer Success
- Exposure to SaaS, B2B, and revenue operations
- High-impact role with visibility across teams

? Interview Process

- Initial Screening Call
- Recruiter Interview
- Practical Assessment (QBR or account strategy exercise)
- Final Client Interview
- Offer & Background Verification

? Apply Now

If you:

- Enjoy relationship-building and problem-solving
- Thrive in client-facing environments
- Want a role focused on retention, growth, and customer experience

This opportunity is a strong fit for you.

📌 Customer Success Manager (México)
🏢 Importante grupo
📍 México