Customer Success Manager | Talent Marketplace
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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.