Customer Success Manager – Talent Marketplace

This is a fully remote position, open to applicants in Romania, +3 more countries.

📋 Description

• Oversee a portfolio of client accounts as the primary contact following onboarding.

• Conduct regular business reviews (QBRs/EBRs) to evaluate client health, assess performance against objectives, and align on strategic direction.

• Create and implement customer success plans customized to client goals and growth trajectories.

• Track account health metrics, including usage, engagement, NPS, and support inquiries, and take proactive measures when risks are identified.

• Promote product adoption and ensure clients derive maximum value from the solution.

• Spot expansion and upsell opportunities and collaborate with the sales team to secure these deals.

• Oversee renewals and negotiate contract extensions to optimize client retention.

• Represent customer needs internally with product, support, and sales teams.

• Facilitate the onboarding of new clients and ensure a seamless transition from sales to customer success.

• Gather and analyze customer feedback to guide product development and service enhancements.

⛳️ Requirements

• 2–4 years of experience in customer success, account management, or client services.

• Demonstrated ability to manage client relationships and enhance retention and satisfaction.

• Excellent communication, presentation, and interpersonal skills.

• Capability to manage a diverse portfolio of accounts with varying levels of complexity simultaneously.

• Data-driven mindset; adept at analyzing account health metrics and formulating success plans.

• Familiarity with CRM and CS platforms, such as Salesforce, HubSpot, Gainsight, ChurnZero, or similar tools.

• Proactive attitude with the ability to spot risks and opportunities early on.

• Nice to have: Experience in SaaS, ecommerce, or managed services customer success.

• Nice to have: Knowledge of customer health scoring models and early warning systems.

• Nice to have: Proven success in achieving net revenue retention (NRR) and expansion objectives.

• Nice to have: Experience conducting executive business reviews (EBRs) with C-level stakeholders.

• Nice to have: Background in an industry relevant to the company's customer base.

• Nice to have: Understanding of product-led growth (PLG) and digital customer success strategies.

🏝️ Benefits

• Become a Certified Professional through our vetting process.

• Highlight your profile on the HireLago Talent Marketplace, which is trusted by emerging startups, agencies, and established companies around the globe.

• Access exclusive remote opportunities before they are publicly listed.

• Be matched with roles that align with your skills, experience, schedule, and salary expectations.

• Develop long-term career prospects through our expanding global employer network.

• 100% free for professionals, with no placement fees, subscriptions, or hidden costs.