Customer Success Manager – Remote

Company Overview: We are a 100% remote, U.S.-based company helping small and mid-sized businesses build high-performing remote teams that deliver measurable results. Many growing companies want to leverage global remote talent but lack the systems and expertise to do it effectively. We solve that challenge by combining skilled professionals with proven workflows, operational oversight, and the infrastructure needed to run successful remote operations. Our mission is to help businesses streamline operations, reduce operational costs, and scale efficiently with productive, accountable remote teams.

Role Overview: We are seeking a detail-oriented, dynamic, and results-driven Customer Success Manager (CSM) to serve as the primary strategic partner and advocate for our clients. In this role, you will lead account management efforts, drive client retention, build strong client relationships, and ensure clients achieve maximum value and ROI from our remote staffing and business management solutions.

Each client is supported by a dedicated team of remote workers. You will be responsible for client management as well as operational oversight of the team (including direct supervisors) to ensure work quality, KPI alignment, performance management, and client satisfaction.

Key Roles & Responsibilities:

• Client Relationship Management: Build, nurture, and maintain long-term relationships with key client stakeholders to drive satisfaction, engagement, and long-term retention.
• Account Health & Retention: Monitor and report on key account health metrics, client engagement, retention rates, churn risk, and account growth.
• Operational Oversight & Leadership: Oversee dedicated client support teams and supervisors to ensure service level agreements (SLAs), operational efficiency, and quality control align with client expectations.
• Onboarding & Implementation: Guide new accounts through seamless customer onboarding, setting clear milestones and establishing long-term customer success plans.
• Consultative Problem Solving: Proactively identify client operational bottlenecks and recommend tailored workforce solutions, process improvements, or workflow automations.
• Cross-Functional Collaboration: Serve as the internal voice of the customer (VoC), collaborating with operations, HR, and support teams to resolve escalations and streamline processes.
• Account Growth & Upselling: Identify expansion opportunities, account upgrades, and additional service needs to drive organic account growth.
• CRM & Data Management: Maintain precise records of client communications, quarterly business reviews (QBRs), and project milestones in our CRM and project management systems.

Desired Skills and Qualifications:

• Experience: 3+ years of progressive experience in Customer Success Management, Senior Account Management, Client Services, or B2B Client Retention. Previous team lead or supervisory management experience is highly preferred.
• Communication: Exceptional verbal and written English communication skills with strong presentation abilities.
• Technical Proficiency: Hands-on experience with CRM platforms (HubSpot, Salesforce, etc.), project management tools (Asana, ClickUp, Trello), and Microsoft Office 365 / Google Workspace.
• Analytical Skills: Strong data analysis skills to translate client health metrics and team KPIs into actionable insights.
• Operational Acumen: Proven ability to manage complex projects, prioritize tasks under deadlines, and oversee cross-functional remote teams.
• Soft Skills: Problem-solving mindset, high emotional intelligence (EQ), conflict resolution skills, and a dedication to operational excellence.

Why Join Us:

• Global Exposure: Work with international clients and fast-paced, dynamic global teams.
• 100% Remote Culture: Enjoy the flexibility of a fully remote work environment.
• Impact & Growth: Direct impact on client scalability, business performance, and team development within a rapidly growing organization.

Job Details:

• Employment Type: Full-Time (Hourly)
• Schedule: Standard U.S. Business Hours (approx. 9:00 AM – 5:00 PM EST, with flexibility)
• Location: Fully Remote

Work Location: Remote