About the role
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Job Title: Customer Success Manager
Location: Remote - Philippines, Eastern Europe, and Latin America
USD Salary: Negotiable based on experience
The Customer Success Manager (CSM) is responsible for ensuring that clients achieve their desired outcomes through the company's products or services, driving long-term retention, satisfaction, and account growth. This role builds deep, strategic relationships with customers - acting as a trusted advisor who proactively identifies risks, surfaces opportunities, and advocates for the customer internally. The CSM owns the post-sale customer relationship and is a key driver of net revenue retention (NRR).
Responsibilities:
- Manage a portfolio of client accounts, serving as their primary point of contact post-onboarding.
- Lead regular business reviews (QBRs/EBRs) to assess client health, review performance against goals, and align on strategy. - Develop and execute customer success plans (CSPs) tailored to each client's objectives and growth trajectory. - Monitor account health metrics (usage, engagement, NPS, support tickets) and proactively intervene when risk is detected. - Drive product adoption and ensure clients are realizing maximum value from the solution. - Identify expansion and upsell opportunities and partner with the sales team to close them. - Manage renewals and negotiate contract extensions to maximize retention. - Advocate for customer needs internally, collaborating with product, support, and sales teams. - Onboard new clients effectively and ensure a smooth transition from sales to success. - Collect and synthesize customer feedback to inform product roadmap and service improvements.
Requirements
- 2–4 years of experience in customer success, account management, or client services. - Proven track record of managing client relationships and driving retention and satisfaction. - Strong communication, presentation, and interpersonal skills. - Ability to manage a portfolio of accounts simultaneously with varying complexity. - Data-driven approach - comfortable analyzing account health metrics and building success plans. - Experience with CRM and CS platforms (Salesforce, HubSpot, Gainsight, ChurnZero, or - similar). - Proactive mindset with the ability to identify risk and opportunity early
Nice To Have:
- Experience in SaaS, ecommerce, or managed services customer success. - Familiarity with customer health scoring models and early warning systems. - Track record of hitting net revenue retention (NRR) and expansion targets. - Experience conducting executive business reviews (EBRs) with C-level stakeholders. - Background in an industry relevant to the company's customer base. - Knowledge of product-led growth (PLG) and digital customer success strategies.
Benefits
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