Remote Customer Success Manager

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Job Title: Remote Customer Success Manager (100% Work From Home) 

Location: Remote from Latin America

Position Type: Full-time

Salary: $1,800 – $2,500 USD/month

Schedule: Monday – Friday, 8:00 AM – 5:00 PM US Central Time / CT

 

Job Overview

 

 

The Role
 
Our Client is seeking a proactive, highly organized Customer Success Manager (CSM) to serve as the primary strategic point of contact for their portfolio of B2B SaaS accounts. Taking complete ownership of the post-sale lifecycle, this professional guides clients from seamless 30-day onboarding setups through feature adoption, milestone achievement, health reviews, and revenue expansion. This position is ideal for a metrics-focused SaaS professional who combines analytical problem-solving with proactive relationship management to drive high retention, lower churn, and gather customer feedback.

 

Key Responsibilities 

 
Account Onboarding & Relationship Management
 

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  Leads customer onboarding workflows, ensuring 100% completion of milestone configurations within 30 days of client sign-off.

  
  
  
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  Builds and maintains deep relationships across key account stakeholders, maintaining a minimum portfolio Customer Satisfaction Score (CSAT) of 90%.

  
  
  
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  Develops customized success plans aligned with client business goals, driving execution to ensure 80% of accounts hit key milestones within 90 days.

  
  
  
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  Serves as the primary advocate for clients, partnering with support teams to resolve escalated cases in under 48 hours.

  
  
  

 
Product Adoption, Enablement & Advocacy
 

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  Conducts continuous platform training and feature enablement sessions to ensure at least 90% of customers actively adopt core platform tools and 75% log in weekly.

  
  
  
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  Proactively encourages satisfied users to submit online reviews, securing at least 3 customer reviews per month on platforms like G2 or Google My Business.

  
  
  
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  Collaborates with clients to identify success stories, drafting 1 detailed customer case study per month to fuel internal marketing collateral.

  
  
  
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  Collects, synthesizes, and delivers actionable product feedback and usability insights to internal product teams to influence development roadmaps.

  
  
  

 
Retention, Expansion & Revenue Growth
 

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  Identifies account growth triggers and upselling opportunities, driving a monthly Net Revenue Retention (NRR) of 9.2% or higher.

  
  
  
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  Monitors account health analytics and usage data proactively to maintain a monthly customer retention rate of 99.6% or higher and keep monthly churn below 0.42%.

  
  
  

 
Qualifications, Skills, and Key Competencies
 
Required Qualifications

 

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  SaaS Experience: 1+ years of experience in Customer Success, Account Management, Sales, or Client Services specifically within a B2B SaaS environment.

  
  
  
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  Technical Aptitude: Ability to learn software platforms quickly, understand technical workflows under the hood, and translate complex features into clear user benefits.

  
  
  
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  Data-Driven & Metrics-Focused: Proven track record tracking account KPIs, managing CRM pipelines, and using usage analytics to drive strategic outcomes.

  
  
  
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  Proactive Communication & Ownership: Outstanding verbal and written English skills paired with a self-starter mindset that takes ownership of client outcomes without supervision.

  
  
  
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  Project & Time Management: Ability to manage multiple accounts, cross-functional stakeholder priorities, and strict timeline commitments simultaneously.

  
  
  
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  Remote Infrastructure: Dedicated home office, computer, webcam, headset, and reliable high-speed internet.

  
  
  

 
Preferred Qualifications
 

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  Prior experience in a high-growth SaaS platform or tech startup environment.

  
  
  
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  Hands-on experience with CRMs (Salesforce, HubSpot) and Customer