Customer Success Manager - Freelance, Remote

Magic

1d•Remote

About The Position

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. 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.

Requirements

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
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

Nice To Haves

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
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

Responsibilities

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.
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.
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.
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.
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.