Customer Success Manager - Freelance, Remote

About the Client Our 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. The Impact you’ll make 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. Skills, Knowledge and Expertise 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 Benefits Originally posted on Himalayas