Customer Success Manager - Freelance, Remote

About the ClientOur client is a fast-growing SaaS company building an AI-powered operating and decisioning platform for regulated industries, with 40-50 client accounts and growing. Their platform automates complex operational workflows — from client onboarding to document processing and data intake — for enterprise and mid-market customers who depend on high-touch, reliable support. As a boutique, high-growth team, the founder currently manages Customer Success personally and needs a dedicated professional to take primary ownership of the client relationship function.
Why does this role exist?As the client base has grown to 40-50 accounts, one person can no longer give every client the proactive attention needed to drive renewals, adoption, and growth — the founder needs a dedicated Customer Success partner to take that responsibility off his plate immediately. This role exists to build real, lasting relationships with enterprise clients: tracking usage, running recurring syncs, managing renewals, and spotting expansion opportunities before they're missed. This is not a support or ticket-response role — it requires someone who proactively drives the relationship forward rather than reactively waiting for clients to raise issues. Client Relationship Management

• Own day-to-day relationships across a portfolio of 40-50 enterprise and mid-market accounts.
• Conduct regular client check-ins and proactively monitor product usage and adoption.
• Follow up with clients consistently to keep engagement and momentum high.

Renewals & Account Health

• Track renewal timelines and manage the renewal process across all assigned accounts.
• Monitor usage trends to flag at-risk accounts before they become churn risks.
• Maintain accurate, up-to-date account records and health tracking spreadsheets.

Recurring Client Syncs

• Set up and independently run recurring client syncs and check-in calls.
• Prepare talking points and follow-up actions for each client conversation.
• Ensure meeting notes and next steps are documented and tracked to completion.

Growth & Expansion

• Identify upsell and expansion opportunities within the existing client base.
• Partner with leadership to develop and pitch account growth strategies.
• Track and report on expansion pipeline across the portfolio.

Reporting & Organization

• Create and maintain spreadsheets covering account status, usage, renewals, and outreach cadence.
• Provide regular status updates to leadership on portfolio health and key account risks or wins.

Required:

• Strong English communication skills, both spoken and written — this is critical given direct enterprise client interaction
• Background in SaaS or software companies, with the ability to understand the platform, client use cases, and technical context
• Prior experience specifically in Customer Success (relationship management, renewals, adoption, growth) — not Customer Support (ticket resolution, reactive troubleshooting)
• Proficiency with spreadsheets (Google Sheets/Excel) for tracking accounts, usage, and renewals
• Comfort managing relationships across enterprise accounts independently

Your superpowers are...

• Technical:
  • Familiarity with HubSpot or similar CRM tools on the Customer Success side
  • Spreadsheet fluency for building and maintaining tracking systems
  • Comfort working across Google Workspace, Slack, and Microsoft Teams
  • Ability to quickly learn a SaaS product deeply enough to speak to it confidently with clients
    
    
• Soft Skills:
  • Proactive, articulate communicator — doesn't wait to be asked, initiates outreach and follow-up
  • Confident enough to independently lead client calls without founder involvement
  • Relationship-builder with a growth mindset — naturally spots opportunities to expand accounts
  • Highly organized, able to juggle 40-50 accounts without letting details slip

WFH Set-Up:

• Computer with at least 8GB RAM, an Intel i5 core processor/AMD Ryzen 5 Processor and up.
• Internet speed of at least 40MBPS
• Headset with an extended mic that has noise cancellation and a webcam
• Back-up computer and internet connection
• Quiet, dedicated workspace at home

You should apply if...

• You think of yourself as a relationship-builder, not a ticket-closer — you get energy from proactively checking in on clients rather than waiting for them to reach out with a problem.
• You're comfortable being the primary point of contact for enterprise clients and can run a client call with confidence, without needing someone else in the room.
• You're naturally organized and love building systems (trackers, cadences, follow-up routines) that keep dozens of relationships running smoothly.
• You see renewals and upsells not as sales tasks, but as a natural outcome of doing right by the client consistently over time.

What to expect...

Work Setup:

• Remote position
• Must have a reliable internet connection and a quiet workspace
• Required to provide own computer with Intel Core i5 or something similar or higher operating system

Working Hours:

• 40 hours per week
• M-F from 9 am to 5 pm Eastern Time

Compensation:

• $7 per hour
• No benefits package included