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Job Title: Customer Success Manager
Location: Remote - Philippines, Eastern Europe, and Latin America
USD Salary: Negotiable based on experience
The Customer Success Manager (CSM) is responsible for ensuring that clients achieve their desired outcomes through the company's products or services, driving long-term retention, satisfaction, and account growth. This role builds deep, strategic relationships with customers - acting as a trusted advisor who proactively identifies risks, surfaces opportunities, and advocates for the customer internally. The CSM owns the post-sale customer relationship and is a key driver of net revenue retention (NRR).
Responsibilities:
- Manage a portfolio of client accounts, serving as their primary point of contact post-onboarding.
- Lead regular business reviews (QBRs/EBRs) to assess client health, review performance against goals, and align on strategy.
- Develop and execute customer success plans (CSPs) tailored to each client's objectives and growth trajectory.
- Monitor account health metrics (usage, engagement, NPS, support tickets) and proactively intervene when risk is detected.
- Drive product adoption and ensure clients are realizing maximum value from the solution.
- Identify expansion and upsell opportunities and partner with the sales team to close them.
- Manage renewals and negotiate contract extensions to maximize retention.
- Advocate for customer needs internally, collaborating with product, support, and sales teams.
- Onboard new clients effectively and ensure a smooth transition from sales to success.
- Collect and synthesize customer feedback to inform product roadmap and service improvements.
Requirements
- 2–4 years of experience in customer success, account management, or client services.
- Proven track record of managing client relationships and driving retention and satisfaction.
- Strong communication, presentation, and interpersonal skills.
- Ability to manage a portfolio of accounts simultaneously with varying complexity.
- Data-driven approach - comfortable analyzing account health metrics and building success plans.
- Experience with CRM and CS platforms (Salesforce, HubSpot, Gainsight, ChurnZero, or
- similar).
- Proactive mindset with the ability to identify risk and opportunity early
Nice To Have:
- Experience in SaaS, ecommerce, or managed services customer success.
- Familiarity with customer health scoring models and early warning systems.
- Track record of hitting net revenue retention (NRR) and expansion targets.
- Experience conducting executive business reviews (EBRs) with C-level stakeholders.
- Background in an industry relevant to the company's customer base.
- Knowledge of product-led growth (PLG) and digital customer success strategies.
Benefits
- ✅ Become a Certified Professional through our vetting process.
- ✅ Showcase your profile on the HireLago Talent Marketplace, trusted by growing startups, agencies, and established companies worldwide.
- ✅ Gain access to exclusive remote opportunities before they're publicly advertised.
- ✅ Get matched with roles that fit your skills, experience, schedule, and salary expectations.
- ✅ Build long-term career opportunities through our growing global employer network.
- ✅ 100% free for professionals, no placement fees, subscriptions, or hidden costs.
How to apply
This role is published on Lago's own careers page and is listed here so European professionals can find it. Applications are handled by the employer directly, with no third party in between.
Not placed or vetted by Euro Remote Talent. Looking for pre-vetted roles with US companies? Join our talent network.
