Remote Customer Success Manager: Growth & Retention

The Fountain Group; United States; Remote; USD 96,432,000 - 100,565,000; Full time

Job summary

The Fountain Group is seeking a Customer Success Manager for a prominent client. This is a fully remote, 1-year assignment with potential to extend based on performance.

You will manage a portfolio of approximately 75 small and medium-sized merchant accounts, build relationships via outbound calls and emails, drive product adoption, conduct quarterly business reviews, monitor performance, and collaborate with growth teams to recommend solutions.

Qualifications

• 1–2+ years of client-facing sales, account management, or customer success experience.
• 1–2+ years of experience in business operations or a related field.
• Experience managing a book of accounts and driving customer retention, growth, and product adoption.
• Experience with outbound sales, account management, and customer relationship building.
• Proficiency with Salesforce or similar CRM platforms.
• Intermediate to advanced proficiency in Sheets or Excel.
• Experience using AI tools to improve efficiency and automate workflows, or a strong willingness to learn.
• Comfortable with high-volume outreach, proactive problem-solving, and working toward performance targets.

Responsibilities

• Manage a portfolio of approximately 75 merchant accounts.
• Build merchant relationships through outbound calls, email outreach, and ongoing account management.
• Help merchants improve platform performance, increase revenue, optimize listings, and adopt advertising and promotional products.
• Conduct quarterly business reviews (QBRs) to review performance and develop growth strategies.
• Monitor account performance, address risks, and reduce merchant churn.
• Identify opportunities for store expansion and increased product adoption.
• Collaborate with internal growth teams to recommend products and solutions that support merchant goals.
• Use data, CRM tools, spreadsheets, and AI tools to improve efficiency and drive results.

Skills

Client-facing sales

Account management

Customer success

Salesforce

Excel/Sheets

AI tools

High-volume outreach

Problem-solving

Tools

Salesforce

Excel

Sheets

CRM

Job description

The Fountain Group is seeking a Customer Success Manager for a prominent client. This is a fully remote, 1-year assignment with potential to extend based on performance.

You will manage a portfolio of approximately 75 small and medium-sized merchant accounts, build relationships via outbound calls and emails, drive product adoption, conduct quarterly business reviews, monitor performance, and collaborate with growth teams to recommend solutions.