Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Own client relationships, drive product adoption, and ensure renewals and growth with an accent on proactive engagement and upsell opportunities. Focus on monitoring product usage, conducting QBRs, and balancing client advocacy with revenue responsibility.

Remote, U.S. client business hours (with flexibility for client calls, QBRs, and support escalations)

Company

SaaS or B2B technology company focused on client value and long-term partnerships.

What you will do

• Lead client onboarding, configure accounts, deliver training, and track adoption metrics.
• Manage 20–40 accounts as primary contact, conduct check-ins and strategic reviews.
• Monitor usage via CS platforms, identify at-risk accounts, and execute re-engagement playbooks.
• Triage support issues, escalate to teams, and ensure satisfaction.
• Identify upsell/cross-sell opportunities, collaborate with sales for expansions and renewals.
• Prepare health reports, QBRs, capture feedback for product improvements.

Requirements

• 2–3 years in customer success, account management, or client-facing roles
• Proficiency with CRM (Salesforce, HubSpot) and CS platforms (Gainsight, ChurnZero, Totango)
• Strong presentation skills for reviews and demos
• Proven ability to manage relationships and drive renewals

Nice to have

• 3–5 years CSM/AM experience with revenue targets
• Industry background in SaaS, professional services, or B2B technology
• Familiarity with NPS, CSAT, customer health scoring
• Experience creating client-facing collateral (playbooks, decks, case studies)

Culture & Benefits

• Flexible schedule around U.S. business hours for client interactions
• Focus on work-life balance through organized account management
• Collaborative environment with sales, support, product, and engineering teams

Hiring process

• Initial phone screen
• Video interview with hirify.global recruiter
• Practical task (e.g., roleplay QBR or account health plan)
• Client interview with sales/CS leadership
• Offer and background verification