We're looking for a seasoned Remote Senior CSM who has been in the trenches — managing complex accounts, hitting retention targets, and influencing the way CS teams operate. This is not an entry-level role. You'll own high-value client relationships end to end and set the standard for CS excellence on the team.
You're a fit if you:
- Have 5+ years in Customer Success, Account Management, or a related client-facing role (service delivery or SaaS environment preferred)
- Have a proven track record hitting or exceeding retention and expansion targets
- Are comfortable engaging C-suite and VP-level stakeholders
- Use data to tell a story — spotting risk early and building business cases for renewal and expansion
- Are highly self-directed and don't wait to be managed
- Know your way around CS and CRM tools (Gorgias, GHL, HubSpot)
- Naturally mentor peers and contribute to how the team operates
- Communicate clearly and confidently in written and spoken English
Nice to have: Background in sales or business development — especially if you've closed expansion business alongside a sales partner.
Your day-to-day:
- Own a portfolio of high-value accounts from onboarding through the full client lifecycle
- Identify risk signals early, build mitigation plans, and surface upsell/cross-sell opportunities
- Run structured onboarding with clear milestones and hands-on early support
- Be the voice of the client internally — feeding insights back to the team and influencing direction
- Analyze health scores and engagement data, run QBRs, and present clear value to stakeholders
Working hours: Monday–Friday, 7am–6pm EST
Tech you'll need:
- Reliable computer (under 3 years old) and stable high-speed internet
- Quiet workspace for calls
- Experience with Gorgias, GHL, or HubSpot
