Remote Customer Retention Manager
Jobgether, Phila, PA, United States
This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Customer Success Manager - REMOTE. In this pivotal role, you will establish and shape the customer success function from the ground up, ensuring a seamless onboarding experience and fostering long-term relationships with our compliance‑critical customers. You will have a direct impact on customer retention and satisfaction by understanding their unique needs and guiding them in utilizing our platform effectively. Reporting directly to the CEO, you'll have the autonomy and context to influence strategic decisions and enhance the overall customer experience. Join us in this exciting journey to build a strong foundation for customer success in a rapidly growing environment.
Accountabilities
Own the end-to-end onboarding experience for new customers.
Design a repeatable onboarding playbook for compliance-driven use cases.
Create onboarding checklists and welcome sequences to promote adoption.
Reduce time-to-value by guiding customers through setup and workflows.
Manage the renewal pipeline end-to-end, ensuring customer retention.
Build a renewal tracking system to manage contract expirations.
Identify at-risk accounts and address risks promptly.
Document and optimize customer success processes and workflows.
Conduct Quarterly Business Reviews to drive strategic engagement.
Synthesize customer feedback for internal improvements.
Requirements
3–7 years in customer success or account management at a B2B SaaS company.
Demonstrated success in managing renewals and maintaining retention rates.
Compliance fluency with knowledge of relevant regulatory frameworks.
Experience in building customer success processes from scratch.
Strong organizational skills and ability to manage multiple accounts.
Exceptional communication skills for diverse stakeholders.
Self-starter mentality and ability to work autonomously in dynamic environments.
Benefits
Competitive salary.
Fully remote role.
Employer-paid medical and dental coverage.
401k/Roth with company matching.
Paternity/Maternity leave.
Paid time off and medical leave.
Professional development opportunities.
Company provided technology.
Direct access to the CEO.
Influence over customer experience and success strategy.
#J-18808-Ljbffr
Accountabilities
Own the end-to-end onboarding experience for new customers.
Design a repeatable onboarding playbook for compliance-driven use cases.
Create onboarding checklists and welcome sequences to promote adoption.
Reduce time-to-value by guiding customers through setup and workflows.
Manage the renewal pipeline end-to-end, ensuring customer retention.
Build a renewal tracking system to manage contract expirations.
Identify at-risk accounts and address risks promptly.
Document and optimize customer success processes and workflows.
Conduct Quarterly Business Reviews to drive strategic engagement.
Synthesize customer feedback for internal improvements.
Requirements
3–7 years in customer success or account management at a B2B SaaS company.
Demonstrated success in managing renewals and maintaining retention rates.
Compliance fluency with knowledge of relevant regulatory frameworks.
Experience in building customer success processes from scratch.
Strong organizational skills and ability to manage multiple accounts.
Exceptional communication skills for diverse stakeholders.
Self-starter mentality and ability to work autonomously in dynamic environments.
Benefits
Competitive salary.
Fully remote role.
Employer-paid medical and dental coverage.
401k/Roth with company matching.
Paternity/Maternity leave.
Paid time off and medical leave.
Professional development opportunities.
Company provided technology.
Direct access to the CEO.
Influence over customer experience and success strategy.
#J-18808-Ljbffr