Growth-Focused CSM: Drive Renewals & Expansions

Referment; San Francisco (CA); In loco; USD 75.000 - 120.000; Tempo pieno

Descrizione del lavoro

Referment is seeking a Customer Success Manager to own a named book of growth-tier accounts from onboarding through renewal. You’ll be the primary contact for your accounts and drive adoption of the records retrieval and chronology tools.

You’ll run regular business reviews with firm leadership, monitor ARR health data, and pursue expansion opportunities such as new practice areas and upsells. Collaboration with support and ops is key to resolving escalations and maintaining renewal forecasts.

Competenze

• 2-4 years in a customer success or account management role, ideally in B2B SaaS.
• A track record of owning renewal and expansion targets, not just satisfaction scores.
• Comfort running business reviews and commercial conversations directly with customers.
• Organised and self-directed - able to manage a full book of business without close oversight.
• Experience with a CRM (HubSpot preferred) and comfort working from ARR and account health data.

Mansioni

• Own a named book of growth-tier accounts as the primary contact from onboarding through renewal.
• Build and execute account plans that drive adoption of the records retrieval and chronology products.
• Run regular check-ins and business reviews with firm leadership and case management staff.
• Monitor account health, get ahead of churn risk and lead save efforts on at-risk renewals.
• Identify and execute expansion opportunities - new practice areas, additional seats, upsells.
• Partner with support and technical operations teams to resolve escalations affecting your accounts.
• Maintain accurate pipeline, health scores and renewal forecasts in the CRM.

Conoscenze

Customer success

Account management

B2B SaaS experience

CRM analytics

Strumenti

HubSpot CRM

Descrizione del lavoro

Referment is seeking a Customer Success Manager to own a named book of growth-tier accounts from onboarding through renewal. You’ll be the primary contact for your accounts and drive adoption of the records retrieval and chronology tools.

You’ll run regular business reviews with firm leadership, monitor ARR health data, and pursue expansion opportunities such as new practice areas and upsells. Collaboration with support and ops is key to resolving escalations and maintaining renewal forecasts.