Key Responsibilities
- Own onboarding, adoption, and ongoing success planning for an assigned book of accounts.
- Conduct regular business reviews to demonstrate ROI and identify expansion opportunities.
- Monitor product usage and health scores to proactively flag churn risk.
- Coordinate with support and product teams to resolve escalations quickly.
- Drive renewal conversations and negotiate contract terms ahead of expiry.
- Gather customer feedback and channel it into the product roadmap process.
Requirements
- Bachelor's degree in Business, Communications, or a related field.
- 3+ years in a customer success, account management, or client-facing SaaS role.
- Strong communication and relationship-building skills with senior stakeholders.
- Comfort working with CRM and customer health/analytics tools.
- A consultative approach to identifying customer needs and mapping them to product value.
Preferred Qualifications
- Experience in HR tech, fintech, or B2B SaaS accounts.
- Familiarity with renewal and expansion quota-carrying roles.
Benefits & Perks
- Base salary plus renewal and expansion incentive bonuses.
- Comprehensive group health insurance for employee and family.
- Hybrid work flexibility with quarterly in-person account reviews.
- Clear career path into senior CSM or account management leadership.
Hiring FAQs
How large is a typical account portfolio?
CSMs typically manage 25-40 mid-market accounts, segmented by ARR tier and complexity.
Is this role quota-carrying?
Yes, renewal rate and net revenue retention targets are part of the role's variable compensation.
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