Customer Success Manager for B2B SaaS

We're a B2B CRM software company with 80 paying customers ($60K MRR). Need a Customer Success Manager to reduce churn, drive product adoption, and identify upsell opportunities. You'll own customer relationships, conduct QBRs, and ensure clients achieve ROI. Goal: increase retention to 95%+ and grow account value.

Responsibilities:

Manage portfolio of 60-80 B2B customers

Conduct onboarding and training sessions

Run quarterly business reviews (QBRs)

Monitor product usage and identify at-risk accounts

Proactively reach out to underutilizing customers

Identify and execute upsell/cross-sell opportunities

Gather customer feedback for product improvements

Create help documentation and video tutorials

Track customer health scores and success metrics

Required Skills:

4+ years customer success experience (B2B SaaS required)

Strong relationship management and communication

Understanding of SaaS metrics (churn, NRR, expansion)

Ability to drive product adoption and engagement

Experience with CS tools (Gainsight, ChurnZero, Intercom)

Problem-solving and conflict resolution skills

Consultative approach to customer value

CRM proficiency (Salesforce, HubSpot)

What You'll Get:

$2,000-$3,500/month retainer

30-40 hours work per month

Flexible remote schedule

Direct impact on customer retention

Commission on upsells and renewals

Work with growing SaaS company

Long-term partnership

Payment Structure:

Standard: $2,000/month (customer management, 30 hours)

Advanced: $2,750/month (+ onboarding + QBRs, 35 hours)

Premium: $3,500/month (full CS ownership + strategy, 40 hours)

Commission: 10% of expansion revenue generated

Payment on the 5th of each month

PayPal or bank transfer

Tools Needed:

Customer success platform (Gainsight, ChurnZero, etc.)

CRM (Salesforce or HubSpot)

Zoom for customer calls

Loom for training videos

Slack for communication

Google Sheets for tracking

How to Apply:

Brief summary of your customer success experience

How you've reduced churn at previous companies

Your approach to identifying upsell opportunities

Experience with B2B SaaS customer bases

Largest customer portfolio you've managed

Preferred monthly rate

Your time zone