Customer Success Manager

ImageTrend

Customer Success Manager driving SaaS renewals, retention, and expansion for ImageTrend’s healthcare and emergency-response software. Managing customer adoption, pipeline generation, and account health across a US-remote client portfolio.

Posted 8/14/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $80,000 - $100,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer retention strategies, revenue expansion, and account management within a SaaS environment. Proficient in driving customer adoption and satisfaction while effectively collaborating across teams to enhance client experiences.

Highest-signal resume keywords

Customer Retention StrategiesSaaS Contract RenewalsPipeline GenerationAnalytical Problem-SolvingMS Office Suite Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer RetentionRevenue ExpansionAccount ManagementContract RenewalsPipeline GenerationCustomer AdoptionAnalytical SkillsProblem-SolvingTechnical AptitudeConsultative Sales Methodology

Soft Skills

Communication SkillsNegotiation SkillsInterpersonal SkillsTime ManagementOrganizational Skills

Tools & Technologies

CRMGongMS Office Suite

Industry Keywords

SaaSCustomer SatisfactionEmergency ServicesHealthcareFire Services

About the role

Key responsibilities & impact

Support customer growth journeys under the direction of the CSM leader
Engage a large book of assigned clients to retain accounts and maximize partnership value
Drive renewals and generate revenue expansion opportunities through proactive pipeline generation
Support client adoption, utilization, and exceptional customer experiences
Achieve or exceed recurring revenue retention, pipeline generation, and growth goals
Manage high-volume subscription cycles and enable on-time SaaS contract renewals
Inform clients about new products and features to develop up-sell and cross-sell opportunities for the Account Executive team
Prepare and process accounts for renewal and identify churn risks
Develop account retention strategies
Support professional services in identifying additional training and admin certification opportunities
Track and forecast customer health, renewal, and growth metrics and report to leadership
Collaborate cross-functionally to streamline renewal and contracting processes
Advocate for or escalate client needs and concerns
Maintain account documentation and CRM data hygiene
Participate in team meetings, trainings, leadership 1:1s, territory and pipeline reviews, and cross-functional updates
Monitor industry needs, trends, and market competition
Follow departmental standards, workflows, SLAs, metrics, and processes
Travel to customer and company events and onsite meetings as required
Perform additional duties as assigned

Requirements

What you’ll need

Degree or equivalent combination of education and relevant work experience
Experience and demonstrated success renewing and retaining customer contracts, up-selling, advocacy, or engagement, preferably in a SaaS-based organization
Experience providing high customer satisfaction and driving product value in a high-volume environment
Ability to drive customer adoption, long-term retention, and wallet expansion
Ability to work independently in a collaborative, team-oriented environment
Strong verbal and written communication, negotiation, presentation, and interpersonal skills
Ability to influence executives or C-suite level stakeholders
Strong time management and organizational skills
High attention to detail
Strong analytical, problem-solving, and critical-thinking skills
Strong technical aptitude and knowledge of MS Office Suite, CRM, Gong, or similar tools
Familiarity with MEDDICC Selling or a similar consultative sales methodology
Ability to incorporate Force Management principles, including Command of the Message, value frameworks, and outcome-focused messaging
Knowledge or direct industry experience with fire, emergency services, healthcare, or hospitals preferred
Ability to travel based on customer and business needs, up to 25%
Must be able to work in the United States under the company’s remote work policy

Benefits

Comp & perks

Annual base salary of $80,000-$100,000 USD
Bonus
Benefits
Perks
Community gains
100% virtual/remote work anywhere in the US
Travel to regional summits, client site meetings, industry or company events, and other onsite meetings as required
Workplace accommodations for applicants with disabilities