Customer Success Manager VA
A senior Customer Success Manager owns a portfolio of your customer accounts after the sale, driving onboarding, adoption and renewals, so customers get value quickly, stay longer and expand.
- Top 1% vetted talent
- No lock-in contracts
- Replacement guarantee
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Hourly rates · No lock-in contracts
Description
A Customer Success Manager VA manages customer relationships after the sale, helping with onboarding, product adoption, renewals and account growth. They can monitor account health, run business reviews, coordinate internal teams and identify renewal or expansion opportunities. Outsource Teams provides top 1% vetted talent with customer success or account management experience, no lock-in contracts and a replacement guarantee.
Responsibilities
- Own a book of customer accounts from handover through onboarding, adoption, renewal and expansion.
- Run structured onboarding and kick-off calls that set goals, timelines and success measures.
- Hold regular business reviews with customers showing usage, outcomes and next steps.
- Monitor health scores and product usage in tools such as Gainsight, ChurnZero, Vitally or HubSpot and act early on risk.
- Drive renewals and identify upsell and cross-sell opportunities, handing them to sales or closing them as agreed.
- Coordinate support, product and implementation teams to resolve customer issues and keep the customer informed.
- Build and maintain success plans and account documentation in the CRM.
- Gather customer feedback and represent it to the product team with evidence.
- Report monthly on net revenue retention, churn risk and expansion pipeline for the portfolio.
Software & Tools
Requirements
- 5+ years in customer success, account management or consulting for a SaaS or technology business.
- Experience with a customer success platform such as Gainsight, ChurnZero, Vitally or Totango and a CRM such as Salesforce or HubSpot.
- Confident, professional spoken and written English for leading executive-level calls and business reviews.
- Track record of hitting renewal and net revenue retention targets across a portfolio.
- Comfortable interpreting product usage data and building a case for change with customers.
- Organised and proactive, with the ability to run 40 or more accounts without losing sight of any.
- Reliable high-speed internet, backup power and a professional video setup, available across the client's business hours.
Frequently Asked Questions
What stage of the customer journey can they manage?
They can manage accounts from initial handover through onboarding, adoption, renewal and expansion.
Can they help reduce churn?
Yes. They can monitor account health and product usage, identify risks early and coordinate the appropriate teams to address customer issues before renewal.
What systems can they use?
They can work with HubSpot, Gainsight, Salesforce, Intercom, Zoom and Notion, as well as platforms such as ChurnZero, Vitally or Totango.
How experienced are the candidates?
Candidates are expected to have at least five years in customer success, account management or consulting for SaaS or technology businesses.
What does it cost?
Rates are listed in USD at $7 per hour for entry-level talent, $9 per hour for intermediate and $12 per hour for senior talent. There are no lock-in contracts.
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