Remote Customer Success Manager – SaaS Platform – USA Only (PST/EST)

Fresher Jobs is seeking an experienced and customer-focused Customer Success Manager (CSM) to join our growing SaaS division. This is a remote, full-time position available exclusively to candidates located within the USA (PST/EST time zones). As a Customer Success Manager, you will play a key role in building strong, long-term relationships with our clients by ensuring they achieve maximum value from our SaaS platform. You will serve as the primary point of contact for customer onboarding, training, adoption, and retention, driving product engagement and satisfaction at every stage of the customer journey. The ideal candidate is proactive, empathetic, and passionate about technology and client success. You’ll work collaboratively across product, sales, and support teams to deliver a seamless customer experience and contribute to the company’s growth through high retention and expansion rates. Key Responsibilities: • Serve as the trusted advisor and primary liaison for assigned customer accounts, ensuring alignment with their goals and business outcomes. • Lead onboarding, implementation, and product training for new clients to ensure smooth adoption and measurable success. • Monitor product usage metrics and proactively engage customers to increase adoption and minimize churn. • Manage customer renewals, identify upsell or cross-sell opportunities, and work closely with the sales team to drive revenue growth. • Conduct regular business reviews, feedback sessions, and success planning meetings to strengthen client relationships. • Collaborate with technical support and product teams to resolve customer issues efficiently and relay insights for product improvement. • Develop and maintain a deep understanding of the SaaS platform, including new features, integrations, and best practices. • Maintain detailed records of customer interactions, touchpoints, and success metrics in the CRM system (e.g., HubSpot, Salesforce). • Represent the customer voice internally, advocating for their needs and influencing company strategies. Required Skills and Qualifications: • Bachelor’s degree in Business Administration, Marketing, Communication, or a related field. • 3+ years of experience in Customer Success, Account Management, or Client Services within a SaaS or technology company. • Proven track record of managing mid-to-enterprise-level accounts with measurable success in retention and satisfaction. • Excellent verbal and written communication skills with the ability to build rapport and trust with diverse stakeholders. • Strong analytical and problem-solving skills with the ability to interpret customer data and usage insights. • Familiarity with CRM, CS, and analytics tools such as HubSpot, Gainsight, Salesforce, Zendesk, or ChurnZero. • Ability to manage multiple accounts and priorities in a fast-paced, remote work environment. • Tech-savvy mindset and enthusiasm for learning new software and digital tools. Experience: • Minimum 3 years in a customer-facing role within the SaaS industry. • Experience with B2B technology clients or subscription-based platforms preferred. • Previous involvement in onboarding, retention, and renewal processes required. Working Hours: • Full-Time, Remote Role (USA Only) • Standard hours: Monday to Friday (aligned with PST/EST time zones). • Flexibility required for occasional client meetings across U.S. time zones. Knowledge, Skills, and Abilities: • Deep understanding of customer lifecycle management and success metrics (NPS, retention, expansion). • Ability to translate technical concepts into clear, business-focused communication. • Strong relationship-building and negotiation skills. • Strategic thinker with a proactive approach to problem-solving. • Excellent organization, time management, and attention to detail. • Emotional intelligence and a customer-first mindset. • Ability to thrive independently in a remote, collaborative culture. Benefits: • Competitive salary with performance-based bonuses. • 100% remote work flexibility across the United States. • Comprehensive health, dental, and vision insurance. • Paid time off, holidays, and wellness programs. • Career advancement opportunities in a growing SaaS organization. • Professional development and certification reimbursement. • Collaborative and inclusive remote culture focused on work-life balance. Why Join Fresher Jobs: At Fresher Jobs, we’re more than a technology company — we’re a team of innovators dedicated to empowering professionals through digital solutions. As a Customer Success Manager, you’ll have the chance to shape the client experience for a rapidly expanding SaaS platform and contribute directly to business growth. We foster a culture of innovation, transparency, and collaboration, where every voice matters and every success is celebrated. Joining Fresher Jobs means working with a talented, supportive team that values both professional excellence and personal well-being. How to Apply: If you’re a results-driven professional passionate about helping customers succeed with technology, we’d love to meet you! Submit your application by sending your resume and a short cover letter highlighting your relevant SaaS experience to: [email protected] Please include “Application for Remote Customer Success Manager – SaaS Platform (USA Only)” in the subject line. Apply tot his job