
Customer Relationship Manager
About the Role
We are seeking a proactive, relationship-oriented, and technologically adept Customer Success Manager (CSM) to provide exceptional support to our U.S.-based clients. This fully remote position is ideal for a self-starter who excels in a dynamic environment, communicates fluently in English, and is dedicated to delivering sustainable customer value. This role reports directly to the CEO, offering significant visibility and the opportunity to shape customer experience strategy at a leadership level.
As a CSM, you will be responsible for managing the post-sale relationship—overseeing onboarding, ensuring product adoption, and identifying strategic growth opportunities. You will serve as a trusted partner, assisting clients in maximizing the potential of our AI-powered solutions across their operations.
Key Responsibilities
Onboarding & Relationship Management
- Lead onboarding and training sessions to expedite time-to-value
- Establish and nurture strong, trusted relationships with U.S.-based clients
- Conduct success planning sessions and regular business reviews
- Act as the primary point of contact for account needs and escalations
- Enhance CSAT and NPS by providing consistent, high-value experiences
Customer Health, Retention & Growth
- Monitor adoption and proactively enhance feature usage
- Track customer health and address churn risks early
- Identify upsell and cross-sell opportunities to bolster Net Revenue Retention
- Collaborate with Sales on renewals and expansion strategies
Strategic Alignment & Advocacy
- Align product capabilities with customer needs and success outcomes
- Provide customized strategic guidance and best practices
- Collaborate cross-functionally with product, sales, and support teams
- Gather and disseminate actionable customer feedback for ongoing improvement
AI Enablement & Innovation
- Identify and define AI/automation use cases within client operations
- Guide clients in adopting AI features across the platform
- Work with internal teams to design and implement AI-enhanced workflows
- Stay informed on AI trends and translate them into client opportunities
Qualifications
Required:
- 5–10 years of experience in Customer Success, Account Management, or a similar client-facing role
- Proven experience supporting U.S.-based B2B customers
- Exceptional written and verbal communication skills in English (C1+ or native equivalent)
- Self-motivated, detail-oriented, and adept at working independently in a remote environment
- Familiarity with Customer Success platforms (e.g., Salesforce, HubSpot, Gainsight)
Preferred:
- Experience in SaaS, digital transformation, or AI-based products
- Understanding of customer segmentation, lifecycle planning, and success playbooks
- Exposure to AI tools or automation platforms (e.g., GPTs, chatbots, low-code platforms)
What We Offer
- 100% remote role with flexibility and autonomy
- Engagement with cutting-edge AI products in real-world business applications
- A collaborative, diverse, and fast-paced team culture
- Competitive compensation with performance-based bonuses
- A growth-oriented environment with robust professional development support
About Bold Business:
Bold Business is a US-based global business process outsourcing (BPO) firm with over 25 years of experience and $7B+ in client engagements. We help fast-growing companies scale through smart talent strategies, automation, and technology-driven solutions.
Bold Business recruiters always use a “@boldbusiness.com” email address and/or from our Applicant Tracking System, Greenhouse. Any variation of this email domain should be considered suspicious. Additionally, Bold Business recruiters and authorized representatives will never request sensitive information in email or via text.
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