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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 tran