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

TL;DR

Customer Success Manager (CSM / Account Manager) (SaaS, Renewals & Growth): Own client relationships, drive product adoption, and protect + grow revenue with an accent on retention, expansion, and proactive churn risk management. Focus on onboarding success criteria, Quarterly Business Reviews (QBRs), and coordinating escalations across support, product, and sales.

Location: Remote (U.S. client business hours)

Company

hirify.global hires a Customer Success Manager to manage accounts, renewals, and growth in a SaaS environment.

What you will do

• Manage a portfolio of 20–40 client accounts as the primary point of contact.
• Lead onboarding and product adoption by defining success criteria, configuring accounts, delivering training, and closing early adoption gaps.
• Monitor usage and identify at-risk accounts using Gainsight, ChurnZero, and Totango; execute re-engagement playbooks and run QBRs aligned with ROI.
• Triage client issues, escalate internally, and coordinate with support, product, and sales to ensure full resolution and satisfaction.
• Own renewals and expansion by identifying upsell/cross-sell opportunities, collaborating with sales, and preparing contracts.
• Track and report client health, usage metrics, and renewal status; capture feedback and share it with product teams to improve customer experience.

Requirements

• 2–3+ years in customer success, account management, or other client-facing roles.
• Experience with Salesforce or HubSpot.
• Experience with customer success platforms such as Gainsight, ChurnZero, or Totango.
• Strong presentation skills for QBRs, demos, and client reviews.
• Proven ability to manage accounts and drive renewals.
• Work during U.S. client business hours.

Nice to have

• 3–5 years of CSM/AM experience with revenue targets.
• SaaS, B2B tech, or professional services background.
• Familiarity with NPS/CSAT, customer health scoring, and creating playbooks, client decks, and case studies.

Culture & Benefits

• Remote role with structured expectations aligned to U.S. client business hours.
• Direct ownership of revenue retention + growth across product, sales, and customer experience.
• High-impact work focused on client strategy and decision-making.
• Clear KPI focus: NRR ≥ 100%, renewal rate ≥ 90–95%, and expansion/upsell outcomes.

Hiring process

• Initial phone screen and video interview.
• Practical task: QBR/account strategy scenario.
• Client interview, then offer and background verification.