Remote Customer Success Manager Jobs in Peekskill, New York

• *Job Title:** Remote Remote Customer Success Manager • *Location:** Remote — based in Peekskill, New York --- About the Role We are seeking a proactive, data‑driven Remote Customer Success Manager to join our fast‑growing SaaS platform that powers over 1,200 enterprise clients worldwide. Reporting directly to the Head of Client Success, you will be the trusted advocate for our customers in Peekskill, New York, guiding them from onboarding through renewal while ensuring they extract maximum value from our solutions. Your day‑to‑day mission is to champion the customer journey, reduce churn, and amplify upsell opportunities, all while collaborating with product, sales, and marketing teams to shape a customer‑centric roadmap. If you thrive in a fully remote environment, love turning insights into action, and enjoy building long‑term relationships, this is the role for you. --- Key Responsibilities - **Own the full customer lifecycle** for a portfolio of 30–45 mid‑market accounts, delivering quarterly business reviews (QBRs) that showcase ROI, usage trends, and growth recommendations. - **Drive adoption** by leading onboarding webinars, creating custom success playbooks, and leveraging Gainsight and Salesforce to track health scores, aiming for an average health metric ≥ 85%. - **Act as the escalation point** for high‑severity tickets, coordinating with our support team in Zendesk and Intercom to resolve issues within a 4‑hour SLA 90% of the time. - **Identify expansion opportunities** through data analysis in Tableau and HubSpot, collaborating with the Sales Enablement team to generate $500K+ in net new ARR per year. - **Develop and maintain a knowledge base** in Confluence, documenting best practices, FAQ articles, and product update guides that reduce repetitive inquiries by at least 20% quarterly. - **Facilitate cross‑functional initiatives** by participating in bi‑weekly product sprint reviews on Jira, providing the customer voice to shape feature priorities. - **Monitor and improve NPS** by conducting monthly pulse surveys, analyzing sentiment, and implementing at‑scale actions that lift the score by 5 points annually. - **Mentor junior CSMs** through weekly shadowing sessions and a shared success Playbook, fostering a collaborative culture across our remote team. - **Automate routine communications** using Outreach.io and Slack bots, ensuring 85% of client touchpoints are asynchronous yet personalized. - **Report on key metrics** (churn, expansion, adoption, satisfaction) in a monthly executive dashboard built in Google Data Studio, presenting findings to senior leadership every month. --- Required Qualifications - Bachelor’s degree in Business, Communications, or a related field **or** equivalent professional experience. - **3–5 years** of proven success as a Customer Success Manager, Client Success Specialist, or Account Success Manager in a SaaS environment. - Demonstrated ability to manage a portfolio of at least 30 accounts, maintaining churn below 5% YoY. - Proficiency with **Salesforce**, **Gainsight**, **Zendesk**, **Intercom**, **HubSpot**, **Tableau**, **Slack**, and **Zoom**. - Strong analytical mindset; comfortable building reports in **Google Data Studio** or **Excel** with a focus on KPIs such as Net Retention Rate, NPS, and Product Adoption. - Excellent written and verbal communication skills, with a track record of delivering compelling executive presentations. - Self‑starter attitude with the discipline to work independently in a fully remote setting while adhering to **core hours** (see Work Setup). --- Preferred Qualifications - Certification in **Customer Success (CSM‑CP)** or **Gainsight Admin**. - Experience in the **healthcare** or **financial technology** sectors, where compliance and data security are paramount. - Proven record of leading cross‑functional projects that resulted in product enhancements or new revenue streams. - Familiarity with **Asana** or **Monday.com** for project tracking and **Google Workspace** for collaboration. - Demonstrated mentorship experience, having coached junior CSMs or interns. - Ability to speak Spanish or another language spoken by a significant portion of our Peekskill customer base. --- Compensation & Benefits - **Salary Range:** $95,000 – $125,000 annually, commensurate with experience and proven impact. - **Performance Bonus:** Up to 15% of base salary, tied to renewal and expansion targets. - **Equity:** Stock option grant plan, vesting over four years with a one‑year cliff. - **Health & Welfare:** Medical, dental, vision, and a $1,200 annual wellness stipend. - **Retirement:** 401(k) with company match up to 5% of salary. - **Remote Stipends:** $150/month for internet, $200 one‑time home office setup allowance (desk, ergonomic chair, monitor). - **Paid Time Off:** 20 days PTO + 10 paid holidays; unlimited sick days for employees based in New York. - **Professional Development:** $2,000 annual learning budget, paid conference tickets, and internal CSM certification program. --- Work Setup - **Time Zones:** Our core collaboration window is 10 AM – 4 PM CT. This aligns with the majority of our Peekskill client base and allows overlap with teams in New York (EST) and Denver (MT). - **Meeting Cadence:** Weekly one‑on‑one with the Head of Client Success, bi‑weekly team stand‑ups, monthly cross‑functional syncs, and quarterly all‑hands. - **Equipment Requirements:** High‑speed broadband (minimum 100 Mbps download), webcam, noise‑cancelling headset, and a dual‑monitor setup recommended. - **Collaboration Platforms:** Slack (for daily async communication), Zoom (video meetings), Jira (product backlog), Confluence (documentation), and Google Workspace (email, calendar, docs). - **Security:** Must use a VPN provided by the company and enable MFA on all work accounts. --- Growth - **Career Path:** Progression from Remote Customer Success Manager → Senior CSM → Customer Success Team Lead → Director of Client Success (or Product Evangelist track). - **Learning Budget:** $2,000 per year for courses, certifications, or industry conferences (e.g., Pulse, Gainsight Summit). - **Mentorship Program:** Pairing with senior leadership for quarterly career coaching and skill‑building workshops. - **Performance Reviews:** Formal bi‑annual reviews with clear KPIs; quarterly check‑ins to adjust goals and celebrate wins. --- How to Apply Please submit the following to our recruitment portal no later than **Friday, November 15, 2025**: 1. An up‑to‑date resume highlighting relevant CSM experience. 2. A concise cover letter (maximum 300 words) explaining why you’re the perfect fit for our Peekskill, New York‑based remote team. 3. A short video (2–3 minutes) describing a successful customer expansion you led, including metrics and tools used. • *Interview Process:** - **Stage 1:** Recruiter screen (15 minutes). - **Stage 2:** Technical interview with a senior CSM (45 minutes) focusing on case studies and tool proficiency. - **Stage 3:** Culture fit interview with the Head of Client Success and a member of the People Ops team (60 minutes). - **Stage 4:** Final presentation – you will prepare a 10‑minute mock QBR for a fictional client, demonstrating your storytelling, data analysis, and upsell strategy. We are an **Equal Opportunity Employer**. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. --- We look forward to meeting the next champion of our customers in Peekskill, New York. Join us, and together we’ll turn great products into great experiences. ---