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

Position Type: Full-Time, Remote
Working Hours: U.S. Client Business Hours

About the Role

At Pavago, one of our clients is hiring a proactive and relationship-driven Customer Success Manager (CSM) / Account Manager to own client relationships, drive product adoption, and protect and grow revenue across a portfolio of accounts.

This is not a support-only role.

You will:

Manage client relationships
Drive onboarding and product adoption
Identify churn risks early
Own renewals and expansion opportunities
Improve customer health and retention

You’ll work closely with:

Sales teams
Support teams
Product teams
Leadership stakeholders

to ensure customers achieve measurable value while supporting long-term account growth and retention.

If you think in terms of customer outcomes, retention, expansion, and strategic relationship management, this role is a strong fit.

What You’ll Own

Customer Onboarding & Product Adoption

Lead customer onboarding and implementation processes
Define onboarding objectives, success criteria, and adoption milestones
Conduct onboarding sessions, product training, and customer education
Ensure customers achieve time-to-value quickly and effectively
Monitor product usage and proactively address adoption gaps
Drive engagement and long-term product utilization

Account & Relationship Management

Manage a portfolio of 20–40 customer accounts
Serve as the primary point of contact for assigned customers
Build trusted relationships with:

Stakeholders
Decision-makers
Executive contacts

Conduct:

Customer check-ins
Strategic account reviews
Customer success meetings
Quarterly Business Reviews (QBRs)

Maintain strong account visibility and engagement

Customer Retention & Success

Monitor customer health using tools such as:

Gainsight
ChurnZero
Totango
Similar customer success platforms

Identify:

Churn risks
Low adoption trends
Expansion opportunities

Execute customer success initiatives and retention strategies
Ensure customers consistently achieve ROI and business value
Develop and maintain customer success plans

Support Coordination & Escalation Management

Coordinate customer issues and internal escalations
Partner closely with:

Support teams
Product teams
Technical stakeholders

Ensure customer concerns are resolved efficiently and communicated clearly
Maintain customer trust during issue resolution and change management

Renewals, Expansion & Revenue Growth

Own:

Renewals
Upsell opportunities
Cross-sell initiatives
Account expansion efforts

Collaborate with sales teams on growth strategies
Manage:

Renewal timelines
Expansion pipelines
Customer growth plans

Prepare renewal recommendations and account reviews
Support revenue retention and growth objectives

Reporting & Customer Insights

Track and report on:

Customer health scores
Product usage metrics
Retention performance
Renewal status
Expansion opportunities

Gather customer feedback and advocate internally on behalf of customers
Contribute to improvements across:

Onboarding processes
Customer experience
Product adoption strategies
Retention programs

Required Experience & Skills

Experience

2–3+ years of experience in:

Customer Success
Account Management
Client-facing SaaS roles
Customer-facing service environments

Proven experience:

Managing customer relationships
Driving renewals
Supporting customer growth and retention

Technical & Operational Skills

Experience using:

Salesforce
HubSpot
Similar CRM platforms

Experience with customer success tools such as:

Gainsight
ChurnZero
Totango

Strong presentation and communication skills
Comfortable leading:

Quarterly Business Reviews (QBRs)
Customer training sessions
Strategic account discussions

Strong account management and organizational skills

Preferred Qualifications

3–5 years of Customer Success or Account Management experience
SaaS, B2B technology, or professional services background
Familiarity with:

NPS
CSAT
Customer health scoring frameworks

Experience creating:

Customer success playbooks
Onboarding materials
Client presentations
Case studies

What Makes You a Strong Fit

You think in terms of:

Customer outcomes
Retention
Expansion
Long-term value creation

You balance customer advocacy with business objectives
You have strong executive presence and communication skills
You are highly proactive, organized, and accountable
You can manage multiple accounts while maintaining exceptional customer experiences
You take ownership of customer success outcomes

What a Typical Day Looks Like

Review customer health dashboards and account activity
Monitor:

Renewal timelines
At-risk accounts
Expansion opportunities

Conduct onboarding sessions and customer success meetings
Lead QBRs and strategic account reviews
Coordinate with sales, support, and product teams
Update CRM records and customer success plans
Prepare recommendations and growth opportunities for customers

In short: You ensure customers achieve value, remain engaged, renew successfully, and continue growing with the business.

Key Metrics for Success (KPIs)

Net Revenue Retention (NRR)
Customer renewal rate
Expansion and upsell revenue growth
Customer health score improvement
Product adoption and engagement metrics
NPS and CSAT performance
Reduced churn and improved retention

Why This Role Stands Out

Direct ownership of customer retention, renewals, and growth
Strong visibility across customer success, product, sales, and support functions
Opportunity to build long-term strategic customer relationships
High-impact role tied directly to revenue retention and growth
Remote flexibility with clear ownership and accountability
Career growth opportunities into:

Senior Customer Success Manager
Strategic Account Manager
Customer Success Leadership
Revenue Operations

Interview Process

Initial Phone Screen
Video Interview
Practical Task (QBR or Account Strategy Scenario)
Client Interview
Offer & Background Verification