Customer Success Manager (Technical SaaS)

Role Overview

We are seeking a Client Success Manager to lead the after-sale relationship management for our software clients in a fully remote contract role based in the U.S. This position involves roughly 80% client success duties and 20% account expansion activities, focusing on onboarding, adoption, renewal protection, and organic growth within accounts. This is not a cold outreach position but requires a sales-minded approach to recognize growth opportunities.

Key Responsibilities

• Own post-sale client relationships, including onboarding, product setup walkthroughs, and technical demos for new and existing users.
• Promote product adoption and monitor account health indicators to proactively address risks of churn.
• Manage contract renewals and strategically lower churn rates across a client portfolio.
• Conduct regular client check-ins and business reviews engaging stakeholders from technical teams to executives.
• Troubleshoot client issues, resolving directly or escalating to support/engineering as needed.
• Represent customer feedback internally, communicating feature requests to product and engineering teams.
• Identify opportunities to upsell and cross-sell within current accounts, driving revenue growth.
• Perform discovery sessions and needs assessments aligning client business challenges with product solutions.
• Develop proposals, quotes, renewal terms; negotiate and close deals for expansion and renewals.
• Collaborate with sales teams to ensure smooth client handoffs and strategic account planning.

Candidate Qualifications

• 4 to 6 years in technical/software (SaaS) sales, sales engineering, customer success, or related account management roles; or master's degree combined with 2 to 4 years experience; alternatively 8+ years relevant experience is acceptable.
• Strong understanding of software products to effectively explain features, integrations, and business value to both technical and non-technical audiences.
• Familiarity with APIs, workflow automation, and integrations; knowledge of AI or agentic automation is advantageous.
• Proven track record in managing onboarding, adoption, and post-sale performance delivery.
• Experience with renewal processes, account health monitoring, and churn mitigation.
• Success in driving account expansion through upsell and cross-sell tactics.
• Consultative and solution-focused approach rather than transactional.
• Proficient with CRM platforms such as Salesforce, HubSpot, or Dynamics 365.
• Exceptional communication skills for translating technical concepts clearly and persuasively.
• Highly organized, self-motivated, capable of managing multiple client accounts simultaneously.

Preferred Experience

• Previous customer success or technical sales experience within B2B SaaS companies.
• Ownership of retention and growth measures such as net revenue retention, renewal rates, and adoption or health metrics.
• Use of customer success software tools like Gainsight, ChurnZero, or Vitally.
• Industry experience serving clients in construction, oil and gas, or pipeline sectors.

Additional Information

This role is 100% remote, operating in the Central Standard Time zone. The pay rate is $40 per hour. Candidates must be authorized to work for any employer in the United States; visa sponsorship is not available. This is a contract engagement without mention of benefits or permanency.

About the Employer

HireRising is a staffing and consulting company specializing in placing high-quality technology professionals with innovative organizations throughout the U.S. and nearshore markets, recently expanding into Finance & Accounting staffing. They offer contract, contract-to-hire, direct hire, and nearshore staffing services, dedicated to building strong technical teams while aligning candidates to opportunities that fit their skills and aspirations.

The firm's mission revolves around fostering long-term, trust-centered relationships with a people-first approach emphasizing integrity, transparency, and clear communication. Candidate experience is paramount, with personalized understanding of backgrounds and goals leading to suited job matches and constructive feedback throughout hiring.

Even if the current role is not a match, they encourage connecting to explore potential future opportunities as they frequently have openings for IT professionals.