Customer Success Manager

Job Description

Full details about the role and requirements

Yukerja Summary

The Customer Success Manager role at EXADS is curated from Himalayas (category Keuangan & Perbankan). This role is marked as remote — check timezone and location requirements on the official listing. Yukerja.com is not the employer — applications are handled on the official source site.

Customer Success Manager (CSM / Account Manager, SaaS, Renewals & Growth) – Remote | U.S. Hours

Position Type: Full-Time, Remote
Working Hours: U.S. client business hours

About the Role

We’re hiring a Customer Success Manager (CSM) / Account Manager to own client relationships, drive product adoption, and protect + grow revenue.

This is not a support-only role.

You will:

Manage a portfolio of accounts
Drive onboarding and adoption
Identify risks early and prevent churn
Own renewals and expansion opportunities

If you think in terms of retention, expansion, and client value — this role is built for you.

What You’ll Own

1. Onboarding & Product Adoption

Lead onboarding and define success criteria
Configure accounts and deliver training
Ensure smooth implementation
Track early adoption and close gaps

2. Account & Relationship Management

Manage 20–40 client accounts
Act as the primary point of contact
Build strong relationships with stakeholders
Conduct regular check-ins and strategic calls

3. Proactive Client Engagement

Monitor usage via:

Gainsight
ChurnZero
Totango

Identify at-risk accounts early
Execute re-engagement playbooks
Deliver Quarterly Business Reviews (QBRs) aligned with ROI

4. Support Coordination & Escalation

Triage client issues and escalate internally
Work with product/technical teams for resolution
Ensure issues are fully resolved and clients are satisfied

5. Revenue Growth & Retention

Identify upsell and cross-sell opportunities
Collaborate with sales teams on expansion
Own renewal pipeline and timelines
Prepare contracts and ensure smooth renewals

6. Reporting & Feedback Loop

Track and report:

Client health
Usage metrics
Renewal status

Capture client feedback and share with product teams
Improve overall customer experience

What Makes You a Strong Fit

You think in revenue (retention + expansion), not just support
You’re a strong communicator with executive presence
You balance:

Client advocacy
Business outcomes

You’re proactive — not reactive
You can manage multiple accounts without dropping the ball

Must-Have Requirements

2–3+ years in:

Customer Success
Account Management
Client-facing roles

Experience with:

Salesforce or HubSpot
CS platforms (e.g., Gainsight, ChurnZero, Totango)

Strong presentation skills (QBRs, demos, client reviews)
Proven ability to:

Manage accounts
Drive renewals

Nice to Have

3–5 years CSM/AM experience with revenue targets
SaaS, B2B tech, or professional services background
Familiarity with:

NPS / CSAT
Customer health scoring

Experience creating:

Playbooks
Client decks
Case studies

What a Typical Day Looks Like

Review dashboards for:

At-risk accounts
Growth opportunities

Conduct client calls (onboarding, check-ins, QBRs)
Coordinate internally with:

Support
Product
Sales

Track renewals and expansion opportunities
Update CRM and health scores
Prepare insights and recommendations

In short:
You ensure customers see value, stay, and grow.

Key Metrics (KPIs)

Net Revenue Retention (NRR) ≥ 100%
Renewal rate ≥ 90–95%
Expansion / upsell revenue
Client health score improvement
NPS / CSAT performance

Why This Role Stands Out

Direct ownership of revenue retention + growth
High-impact role across product, sales, and customer experience
Strong exposure to client strategy and decision-making
Opportunity to build long-term client relationships
Remote flexibility with structured expectations

Interview Process

Initial Phone Screen
Video Interview
Practical Task (QBR / account strategy scenario)
Client Interview
Offer & Background Verification