Remote Customer Success Manager jobs – Perth Amboy, New Jersey – Full‑Time, Senior‑Level – $80k‑$110k Salary – Salesforce, Gainsight, Intercom & Slack Expertise
TITLE:Remote Customer Success Manager jobs – Perth Amboy, New Jersey – Full‑Time, Senior‑Level – $80k‑$110k Salary – Salesforce, Gainsight, Intercom & Slack Expertise --- Who we are At PulseBridge, we built a SaaS platform that helps mid‑market B2B companies turn raw data into actionable growth insights. Founded in 2017, we’ve grown from a garage‑team of five to a 120‑person company serving over 1,200 active customers across North America, Europe, and APAC. Our headquarters sit in a converted loft in downtown Perth Amboy, New Jersey, but 70 % of our staff work from wherever they feel most productive—most of them from their home office, a café in Perth Amboy, or a beachfront in Bali.We’re not a buzzword factory. We measure our impact in dollars saved, churn reduced, and the moments when a client says, “I can’t imagine running my business without you.” If you love digging into data, coaching people, and seeing the direct line from a conversation to a measurable revenue lift, you’ll feel at home here. Why this role exists nowThis year, we launched PulseBridge Insights 2.0, a new analytics suite that adds AI‑driven forecasting to our core offering. Early adopters in Perth Amboy, New Jersey have reported a 20 % reduction in forecast error.To keep that momentum, we need a senior‑level Customer Success Manager who can own the entire post‑sale journey for our most strategic accounts, guide them through the new product rollout, and ensure the promised value translates into recurring revenue. Our churn rate sits at 3.8 %—well below the industry average of 7 %—but with the new feature set we see an opportunity to lift upsell revenue by $2 million in the next 12 months. That’s the why behind this hire: a CSM who can turn enthusiasm into expansion, and who will help us keep the human element front and center as our product gets smarter.The role, in plain English You’ll be the primary point of contact for a portfolio of 40‑60 enterprise accounts (average ARR $150 k) based primarily in the United States, with a heavy concentration in Perth Amboy, New Jersey. In practice, you’ll be part‑strategist, part‑coach, and part‑advocate. You’ll conduct quarterly business reviews, identify adoption gaps, run training webinars, and work with product, sales, and engineering to resolve any friction. Your success will be measured by three core metrics: * Net Revenue Retention (NRR) ≥ 115 % * Customer‑Lifetime Value (CLV) Growth ≥ 20 % YoY for your book * Net Promoter Score (NPS) ≥ 70 across your accounts If you love watching a dashboard climb because you helped a client unlock a feature, this is the job for you.### What you’ll do day‑to‑day | Responsibility | How it looks in practice | |---------------------|------------------------------| | Onboarding & adoption | Run live onboarding sessions for new contracts, set up success plans in Gainsight, and walk customers through the first 90 days of product usage. | | Quarterly Business Reviews (QBRs) | Prepare data‑rich presentations using Looker and Tableau, highlight ROI, and co‑create next‑step roadmaps with the client’s C‑suite. | | Health monitoring | Use Salesforce dashboards and Gainsight health scores to flag at‑risk accounts; intervene within 24 hours of a “red” signal.| | Expansion & upsell | Identify cross‑sell opportunities, collaborate with the Sales team on account plans, and close at least 2‑3 expansion deals per quarter. | | Feedback loop | Gather feature requests, document them in Jira, and partner with Product to prioritize the roadmap. | | Community building | Host monthly “Customer Success Hours” on Zoom, moderate our Slack community, and nurture peer‑to‑peer knowledge sharing. | | Documentation | Keep success playbooks up to date in Confluence; record every client interaction in Salesforce for future reference.| A slice of a typical week (story) On Monday morning, you log into Slack from your kitchen table in Perth Amboy, New Jersey and notice a “red” health alert for Acme Co., a three‑year‑old customer with an ARR of $210 k. Within the hour, you hop on a quick Zoom call with their VP of Marketing, walk them through a new dashboard feature they missed during onboarding, and schedule a follow‑up training session for Thursday. By Friday, you’ve drafted an expansion proposal that adds two premium modules, which the client signs off on during a 30‑minute call—adding $45 k to your book.On Tuesday, you lead a 45‑minute “Customer Success Hours” webinar for a mixed audience of users from across the US, including a handful from Perth Amboy, New Jersey who ask sharp questions about data integration. You pull a live demo from Intercom to illustrate a quick win, and at the end, a participant writes in the Slack channel, “That saved me 3 hours a week—thank you!” Moments like that keep the job real and rewarding. ### Who you’ll work with * Product Ops – 5 engineers in San Francisco who own the AI engine; you’ll be the conduit for bugs and feature ideas.* Sales Enablement – 3 senior account executives focused on new business; you’ll collaborate on expansion pipelines. * Marketing – 4 content creators who publish case studies; you’ll provide success stories and quotes (like the one above). * Support – 12 agents in a Zendesk‑backed help desk; you’ll triage escalations and ensure a seamless hand‑off. * Leadership –Our VP of Customer Experience, who reports directly to the CEO; you’ll meet quarterly to align on strategy. ### Tools we love (and you’ll master) * Salesforce – CRM for pipeline, contact records, and reporting.* Gainsight – Customer health scoring and success playbooks. * Intercom – In‑app messaging and proactive outreach. * Zendesk – Ticketing for escalations. * Slack – Internal collaboration; we run a dedicated #csm‑hub channel. * Looker – Data exploration for QBRs. * Tableau – Visual storytelling of ROI. * HubSpot – Marketing automation (you’ll receive leads here). * Google Workspace (GSuite) – Docs, Sheets, and Drive for shared assets. * Calendly – Scheduling on‑demand meetings with clients. * Asana – Task management for cross‑functional projects.* Jira – Bug tracking with the product team. Being comfortable in at least eight of these will let you hit the ground running; we’ll provide quick onboarding for any gaps. ### What success looks like (the numbers) * NRR ≥ 115 % in the first 12 months – meaning you’ll not only keep revenue but also grow it through upsell and cross‑sell. * Churn ≤ 4 % – any at‑risk accounts get a “red‑alert” intervention within 24 hours. * NPS ≥ 70 – measured after each QBR and at the end of the fiscal year. * Average Time‑to‑Value (TTV) ≤ 30 days for new customers – tracked via Gainsight milestones.* Expansion revenue ≥ $2 million across your portfolio – driven by quarterly business reviews and targeted training. ### Who you are * Experience – 4‑7 years in a customer‑facing role (CSM, account manager, or client success), preferably SaaS, with a track record of meeting or exceeding NRR and upsell goals. * Communication – Ability to translate technical jargon into plain English for CEOs, CFOs, and frontline managers. * Data‑driven – Comfortable building dashboards, interpreting health scores, and making recommendations based on metrics.* Empathy – You listen more than you talk; you can spot a frustrated tone in a Slack message and respond with a solution before the client hangs up. * Self‑starter –Remote work requires discipline; you schedule your day, meet deadlines, and keep your pipeline visible in Salesforce. * Team player – You love cross‑functional collaboration and will celebrate wins with the whole company. Bonus points: experience with AI‑driven products, certifications in Gainsight or Salesforce, or a background in B2B consulting.### What we offer (real, not fluff) * Compensation – Base salary $80k‑$110k (depending on experience) + quarterly performance bonus targeting 15 % of base. * Equity – Stock option grant with a 4‑year vesting schedule, so you share in company growth. * Benefits – Medical, dental, vision, and a $150 monthly stipend for home‑office equipment. * Paid time off – Unlimited PTO, with a minimum of 20 days taken each year (we trust you to manage your time). * Learning budget – $2,000 per year for certifications, conferences, or courses (we’ll cover Gainsight or Salesforce certifications).* Well‑being – Virtual yoga sessions, quarterly team retreats (next one in Santa Fe, NM), and a “Coffee with the CEO” program—every employee gets one‑on‑one time with the founder each quarter. ### A human moment (quote) > “When I first joined PulseBridge, I was nervous about remote work. My manager set up a 30‑minute video call just to introduce me to the rest of the team and asked about my favorite coffee. By the end of that call, I felt like I was already part of the family—no matter that we were miles apart.” – Jenna L.,Senior Customer Success Manager, based in Perth Amboy, New Jersey ### 1.Submit your résumé through ourCareers portal (link below). 2. Attach a one‑page “impact story.” Tell us about a time you turned a struggling customer into a loyal advocate—include the metrics you moved (e.g., churn reduced from 12 % to 4 %). 3. Complete the brief questionnaire – we’ll ask about your experience with Gainsight, Salesforce, and your preferred work‑style (flex‑hours, core‑hours, etc.). If everything lines up, you’ll hear from our recruiting lead within 48 hours to schedule a 30‑minute discovery call.That call will be informal; think of it as a coffee chat where we both learn if we’re a good fit. --- * PulseBridge is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of race, gender, disability, sexual orientation, or veteran status.* Ready to turn data into delight for customers across Perth Amboy, New Jersey and beyond? and help us shape the next chapter of customer success. Apply tot his job