Customer Success Manager | Remote

Profex Tech; United States; Remote; USD 90,000 - 150,000; Full time

Job summary

Profex Tech is seeking an experienced Customer Success Manager to own retention, renewals, and expansion within a B2B SaaS portfolio. You will advise customers on ICPs, email sequences, and deliverability, and audit campaigns to boost reply and meeting rates.

You will identify churn risks, lead onboarding, and drive upsell/cross-sell across data and sending infrastructure, while maintaining CRM and supporting quarterly business reviews.

Qualifications

• 5+ years of experience in Customer Success or Account Management within B2B SaaS.
• Proven ownership of customer portfolios with retention and expansion targets.
• Hands-on experience running cold email campaigns and managing outbound pipelines or meeting targets.
• Strong knowledge of Smartlead or similar cold email platforms.
• Experience with tools such as Clay, Apollo, Instantly, or comparable outbound solutions.
• Demonstrated success in improving NRR/GRR and retaining at-risk customers.
• Strong commercial negotiation skills across renewals, pricing, upselling, and cross-selling.
• Ability to analyze revenue, engagement, usage, and campaign performance metrics.
• Excellent written communication and stakeholder management skills.
• Ability to work independently in a remote, async-first environment.

Responsibilities

• Own customer retention, renewals, expansion revenue, and Net Revenue Retention (NRR).
• Advise customers on ICP definition, lead targeting, list quality, email copy, sequencing, and deliverability.
• Audit underperforming campaigns and recommend strategies to improve reply and meeting rates.
• Identify churn risks through usage trends, inactive accounts, payment issues, and declining engagement.
• Handle cancellation, downgrade, and refund requests with a focus on customer retention.
• Drive upselling and cross-selling across mailboxes, lead data, and sending infrastructure.
• Lead customer onboarding and establish 30-, 60-, and 90-day success plans.
• Monitor account health, campaign performance, and product adoption.
• Conduct quarterly business reviews and build strong relationships with key decision-makers.
• Coordinate customer communication during technical escalations with Support and Engineering.
• Share customer feedback and feature requests with the Product team.
• Maintain accurate CRM records, risk assessments, and expansion pipelines.

Skills

5+ years CSM

Customer portfolio ownership

Cold email campaigns

Outbound pipelines

Smartlead or similar

Clay

Apollo

Instantly

NRR/GRR improvement

Negotiation skills

Revenue & metrics analysis

Written communication

Async remote work

Tools

ChartMogul

PostHog

Pylon

ClickUp

Slack

Job description

Key Responsibilities

• Own customer retention, renewals, expansion revenue, and Net Revenue Retention (NRR).
• Advise customers on ICP definition, lead targeting, list quality, email copy, sequencing, and deliverability.
• Audit underperforming campaigns and recommend strategies to improve reply and meeting rates.
• Identify churn risks through usage trends, inactive accounts, payment issues, and declining engagement.
• Handle cancellation, downgrade, and refund requests with a focus on customer retention.
• Drive upselling and cross-selling across mailboxes, lead data, and sending infrastructure.
• Lead customer onboarding and establish 30-, 60-, and 90-day success plans.
• Monitor account health, campaign performance, and product adoption.
• Conduct quarterly business reviews and build strong relationships with key decision-makers.
• Coordinate customer communication during technical escalations with Support and Engineering.
• Share customer feedback and feature requests with the Product team.
• Maintain accurate CRM records, risk assessments, and expansion pipelines.

Required Skills & Experience

• 5+ years of experience in Customer Success or Account Management within B2B SaaS.
• Proven ownership of customer portfolios with retention and expansion targets.
• Hands-on experience running cold email campaigns and managing outbound pipelines or meeting targets.
• Strong knowledge of Smartlead or similar cold email platforms.
• Experience with tools such as Clay, Apollo, Instantly, or comparable outbound solutions.
• Demonstrated success in improving NRR/GRR and retaining at-risk customers.
• Strong commercial negotiation skills across renewals, pricing, upselling, and cross-selling.
• Ability to analyze revenue, engagement, usage, and campaign performance metrics.
• Excellent written communication and stakeholder management skills.
• Ability to work independently in a remote, async-first environment.

Nice to Have

• Experience working with agencies managing multiple client accounts.
• Familiarity with ChartMogul, PostHog, Pylon, or ClickUp.
• Experience in Slack-first customer success environments.