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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
- ✅ Become a Certified Professional through our vetting process.
- ✅ Showcase your profile on the HireLago Talent Marketplace, trusted by growing startups, agencies, and established companies worldwide.
- ✅ Gain access to exclusive remote opportunities before they're publicly advertised.
- ✅ Get matched with roles that fit your skills, experience, schedule, and salary expectations.
- ✅ Build long-term career opportunities through our growing global employer network.
- ✅ 100% free for professionals, no placement fees, subscriptions, or hidden costs.