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

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

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

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

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

Product Adoption, Enablement & Advocacy

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.

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

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

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

Retention, Expansion & Revenue Growth

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

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

SaaS

Experience:

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

Technical Aptitude:

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

Data-Driven & Metrics-Focused:

Proven track record tracking account KPIs, managing CRM pipelines, and using usage analytics to drive strategic outcomes.

Proactive Communication & Ownership:

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

Project & Time Management:

Ability to manage multiple accounts, cross-functional stakeholder priorities, and strict timeline commitments simultaneously.

Remote

Infrastructure:

Dedicated home office, computer,…