Customer Success Manager - Remote

Role Overview

Customer Success Manager (CSM) for a fully remote position. You’ll build trust-based relationships with customers, ensure account health, drive retention, and increase product adoption and expansion.

Responsibilities

• Maintain high customer engagement and satisfaction by increasing adoption and ensuring retention.
• Own the full end-to-end renewal process, including:
  • Leading renewal conversations
  • Aligning on pricing
  • Booking renewals successfully
• Identify early indicators of churn and implement churn-mitigation strategies.
• Run regular check-in calls and Quarterly Business Reviews (QBRs) to analyze engagement and uncover growth opportunities.
• Identify organic expansion opportunities and pass them to the Account Management team for additional revenue growth.
• Act as the customer advocate internally by ensuring timely resolution of issues and escalations.
• Develop and maintain deep knowledge of customer needs and industry-specific challenges.
• Build deep product knowledge (strengths, weaknesses, and workarounds) to optimize customer experience.
• Collaborate with internal teams to ensure customer issues are addressed promptly and effectively.

Requirements

• Minimum 2 years of customer-facing experience in a SaaS or HCM software company.
• Bachelor’s degree or equivalent relevant work experience.
• Strong verbal and written communication skills.
• Proven ability to take initiative and manage multiple priorities.
• Experience leveraging internal teams to drive customer success.
• Ability to identify growth opportunities and mitigate churn risks.
• Strong relationship-building and collaboration skills.
• Knowledge of HR, benefits, compliance, and industry-specific practices.
• Strong understanding of SaaS renewal processes and customer lifecycle management.

Nice-to-Haves

• None explicitly stated (deep familiarity with the construction/contracting HR domain is implied by the product’s focus).