Remote Customer Success Manager (Csm) – Full‑Time – $80k‑$110k Salary – Las Vegas, Nevada – Remote‑First Role with Gainsight, Salesforce & HubSpot Expertise

TITLE: Remote Customer Success Manager (Csm) – Full‑Time – $80k‑$110k Salary – Las Vegas, Nevada – Remote‑First Role with Gainsight, Salesforce & HubSpot Expertise --- **Who we are** We’re a midsized B2B SaaS company that launched five years ago from a modest co‑working space in Las Vegas, Nevada. Our product—an AI‑driven workflow automation platform—helps mid‑market firms cut manual data‑entry time by an average of 37 % and lift revenue‑ops efficiency by $1.2 M per year. We grew from a 12‑person crew to a 72‑person team in the last 18 months, and our client base now spans 38 states, with a concentration of customers in the Midwest and the Southeast. What keeps us honest is the data on our dashboard: a 94 % Net Promoter Score, a churn rate that fell from 9 % to 4.2 % after we re‑engineered the client lifecycle, and a renewal rate that now exceeds 92 % for enterprise contracts. Those numbers are not marketing fluff; they’re the work we do every week, and they’re the reason we’re hiring a new Remote Customer Success Manager (Csm) based in Las Vegas, Nevada. **Why this role exists now** When we introduced version 3.0 of our platform, we unlocked a set of integration APIs that let customers pull data from their existing CRMs, ERP systems, and marketing stacks without custom code. Adoption jumped 28 % within three months, but we also saw a spike in “implementation tickets” that threatened to slow momentum. Our leadership decided to double‑down on the client success engine: more proactive outreach, better health‑score monitoring, and tighter hand‑off between Sales and Support. To make that happen, we need a seasoned CSM who can own a portfolio of 45‑60 high‑growth accounts, run quarterly business reviews, and use data to predict churn before it shows up in the system. **What you’ll be doing (day‑to‑day)** - **Own the lifecycle** for an assigned book of business, guiding each client from onboarding through renewal, expansion, and advocacy. - **Run monthly health‑score reviews** using Gainsight and our internal Tableau dashboards, flagging at‑risk accounts where the health metric dips below 75 %. - **Conduct quarterly business reviews (QBRs)** with C‑level stakeholders, presenting ROI calculations that reference Google Analytics, Salesforce pipeline data, and custom ROI models built in Excel. - **Drive expansion**: identify cross‑sell and upsell opportunities, coordinate with the Sales Enablement team, and help close deals that average $45k ARR per expansion. - **Be the voice of the customer**: feed insights into product roadmaps via Jira tickets, participate in weekly product‑team stand‑ups, and champion feature requests that align with client pain points. - **Collaborate with Support**: partner with our Tier‑2 support lead on Zendesk escalations, ensuring SLA adherence (first‑response ≤ 2 h, resolution ≤ 24 h). - **Run client education webinars** on Intercom and HubSpot integration best practices, tracking attendance and post‑webinar NPS to improve content relevance. - **Maintain accurate CRM records**: log every interaction in Salesforce, update opportunity stages, and keep forecast accuracy within ± 3 % of actuals. **Who you are** - **Experience**: 3‑5 years as a Customer Success Manager or Client Success Lead in a SaaS environment, preferably with enterprise or mid‑market accounts. - **Metrics‑mindset**: you live by numbers—renewal rate, expansion MRR, churn, NPS—and you can translate them into actionable plans. - **Tool‑savvy**: you’ve spent 30 %+ of your week in Gainsight or a similar CS platform, 25 %+ in Salesforce, and you’re comfortable building reports in Tableau or Power BI. You know your way around Intercom, HubSpot, and Slack, and you can pull data from Google Analytics to demonstrate product impact. - **Communication style**: you can speak the language of a CTO while also coaching a new admin on basic workflow automations. - **Self‑starter**: you thrive in a remote‑first environment, structure your own day, and keep the team looped in via Asana task updates and weekly stand‑ups on Zoom. - **Empathy & patience**: you remember that behind every ticket is a person with a deadline, and you treat each interaction as an opportunity to deepen trust. **Our team & culture** (and why Las Vegas, Nevada matters) Our Customer Success org sits in a flat hierarchy: a Senior CSM leads a small cohort of three Junior CSMs, all reporting directly to the VP of Client Success. The team meets twice weekly via video conference, but we also gather quarterly at our local office in Las Vegas, Nevada for an in‑person “C‑Team” off‑site—because we believe face‑to‑face still matters. We’re a remote‑first company, meaning every employee works from wherever they’re most productive. However, we’ve kept a small “hub” in Las Vegas, Nevada to ease cross‑functional collaboration with Engineering, Product, and Marketing, many of whom live within a 30‑minute commute. If you live in Las Vegas or the surrounding suburbs, you’ll have the op