Description
Citrix and Omnissa Horizon (formerly VMware Horizon) CSMs are ideal
Job Title: Customer Success Manager – Renewals & Expansion
Location: Remote, home office, USA
Reports to: VP of WW Sales
Travel: 0-5% target
About the client:
A fast-growing SaaS company that delivers purpose-built virtual labs, desktops and apps to the Higher Ed (EdTech) and Commercial markets.
Role Summary:
We are seeking a proactive and results-driven Customer Success Manager (CSM) to manage a portfolio of existing customers, ensuring strong product adoption, seamless renewals, and revenue growth through upsell and cross-sell opportunities. This role is ideal for someone who thrives on building strategic relationships and growing recurring revenue within a SaaS business model.
Key Responsibilities:
Customer Relationship Management:
Serve as the primary point of contact and trusted advisor for a portfolio of customers, building long-term relationships with stakeholders.
Renewals Ownership:
Own and manage the full renewal lifecycle, ensuring timely and successful contract renewals with a focus on minimizing churn and increasing retention.
Revenue Expansion:
Identify and qualify opportunities for upselling and cross-selling additional products and services, working in close collaboration with Sales and Product teams. Land and expand mentality!
Adoption & Engagement:
Drive product adoption through tailored success planning, onboarding, training, and ongoing engagement strategies.
Health Monitoring & Reporting:
Monitor account health through data and usage insights; proactively manage risks and opportunities to maintain high customer satisfaction.
Quarterly Business Reviews:
Lead QBRs to showcase value delivered, align on strategic goals, and drive continued account growth.
Internal Collaboration:
Coordinate across departments to ensure customer feedback is shared and acted upon, and that each account receives the appropriate level of service and support.
Preferred Experience & Qualifications:
- 3–5+ years in Customer Success, Account Management, or related roles at a B2B SaaS Co
- Proven success managing renewals and growing revenue within an existing customer base
- Strong interpersonal, consultative, and communication skills with the ability to influence
- Experience with Virtual Desktop Infrastructure (VDI) technologies such as Citrix and Omnissa Horizon (formerly VMware Horizon) is a plus
- Experience working with customers in the higher education market is a plus
- Comfortable using customer success tools and CRMs (e.g., Salesforce, Gainsight, HubSpot, ChurnZero)
- Highly organized, data-driven, and self-motivated with excellent time management skills
What We Offer:
- $100-120k+ OTE with strong base salary targets ($90-100k DOE)
- Stock options and full benefits package
- Flexible remote work culture
- A collaborative, customer-focused environment
