Remote SaaS Customer Success Manager

Overview of the Role

Are you ready to help shape the future of cloud-based software experiences? We're seeking a highly motivated Remote SaaS Customer Success Manager to join our forward-thinking team. With a strong focus on innovation, automation, and client satisfaction, this role is designed for someone passionate about driving long-term success for customers using software-as-a-service platforms. You'll be the strategic link between our clients and our product, guiding them to maximum value with proactive insight and top-tier support—annual salary: $85,559.

The Mission You'll Lead

Our software drives tangible business outcomes, and your mission is to ensure that our clients not only achieve those outcomes but also grow beyond them. You’ll be the voice of the customer internally and the expert guide externally. From onboarding to renewals, your leadership will reduce churn, deepen customer loyalty, and generate tangible success stories that inspire others.

Key Responsibilities

• Manage the whole customer lifecycle from onboarding to expansion with a laser focus on retention and satisfaction.
• Analyze usage data to drive client engagement strategies and recommend best practices tailored to individual customer needs
• Serve as the strategic advisor on product capabilities, platform integrations, and optimal workflow configurations.
• Facilitate QBRs (Quarterly Business Reviews) to present performance metrics and identify value-add opportunities.
• Work cross-functionally with Product, Sales, and Engineering to advocate for customer needs and share insights.
• Monitor customer health scores and take proactive steps to address risks or declining engagement.
• Provide expert-level training sessions and maintain a self-service knowledge base.
• Recommend upgrades or product expansions aligned with customer growth goals.

Work Environment and Culture

We operate in a remote-first setting that’s dynamic, inclusive, and focused on delivering results without micromanagement. You’ll thrive in a high-accountability culture where collaboration across time zones is seamless, and autonomy is respected. Weekly stand-ups, virtual strategy sprints, and asynchronous communication enable our remote operations to remain agile and productive.

Core Values We Live By

• Client Commitment: We actively support and anticipate customer needs
• Continuous Improvement: We treat every experience as a learning opportunity
• SaaS Innovation: We adopt and adapt fast to maintain our competitive edge
• Empathy & Accountability: We value relationships and take responsibility for outcomes

Tools and Technologies

You’ll have access to a whole ecosystem of modern SaaS tools designed to elevate your effectiveness:

• CRM: Salesforce with integrated analytics dashboards
• Customer Success Platform: Gainsight for tracking engagement and renewals
• Data & Analytics: Mixpanel, Looker, and Tableau for deep product usage insights
• Communication: Slack, Loom, Zoom, and Asana to ensure smooth remote collaboration
• Automation: Zapier and HubSpot Workflows to streamline repetitive tasks

We encourage the use of AI-powered insights, not to replace the human element but to enhance responsiveness, forecasting, and precision in customer outcomes.

Success Metrics & What We Measure

• Net Revenue Retention (NRR): Drive increased upsell and cross-sell
• Customer Satisfaction Score (CSAT): Sustain 90 %+ on surveys
• Churn Rate: Maintain client retention above 95%
• Adoption Rate: Ensure product features are widely utilized post-implementation
• Time to First Value (TTFV): Shorten onboarding ramp-up with strategic playbooks

Qualifications and Requirements

To truly excel in this role, we’re seeking someone with a unique blend of relationship-building finesse and analytical acumen. Here’s what will help you thrive:

Experience & Background

• 3+ years of experience in a SaaS customer success or client engagement role
• Solid understanding of cloud platforms, API-driven environments, or enterprise B2B software
• Proven track record managing customer accounts remotely across global time zones
• Experience with tools like Salesforce, Gainsight, and analytics platforms

Skills That Set You Apart

• Exceptional communication—clear, concise, and tailored to different audiences
• Strong problem-solving and consultative skills with a proactive mindset
• Comfort with data-driven decision-making and turning metrics into strategy
• Ability to guide C-level executives and IT leaders toward meaningful outcomes
• Flexibility to pivot strategies quickly based on new information or shifting priorities

Academic Background

• A degree in Business, Computer Science, or a similar domain is advantageous but not essential. We place greater value on practical accomplishments and demonstrated impact.

Growth Opportunities and Career Path

We’re not just hiring for a job—we’re offering a growth platform. As you evolve in this position, your impact can scale across:

• Team leadership: Mentor junior CSMs and lead internal customer excellence initiatives
• Strategic roles: Transition into customer experience strategy, operations, or product advisory roles
• Expansion: As the company grows, you'll be first in line for leadership roles in new verticals and regions

Why You’ll Love This Role

• Remote Flexibility: Work from anywhere while still staying deeply connected to the team
• Tech Innovation: Be part of a company that invests in the latest tools and platforms
• Clear Impact: Your actions will directly influence renewal rates, expansion opportunities, and long-term relationships
• Learning Culture: We offer ongoing professional development, certifications, and access to a broad knowledge network

Perks & Benefits

• Flexible work hours
• Annual learning stipends
• Comprehensive health and wellness plans
• Monthly team-building activities
• Stock option opportunities for long-term contributors

Your Next Step Starts Here

If you’re passionate about driving real results, love working in the SaaS space, and want to be part of a company that values innovation and relationships equally, this is your moment. Your ability to listen, advise, and lead can directly empower global clients to scale their success.

🚀 Ready to Elevate the Customer Journey?

Apply now and let your expertise in customer success help shape the future of cloud innovation. Leap and join a company that genuinely values your insights, effort, and forward-thinking approach.