Customer Success Manager (Upsell & Account Growth)

We’re looking for a commercially driven Customer Success Manager who knows how to turn strong client relationships into business growth. Our client is an international B2B service company helping US businesses build and scale operational teams. We are looking for an experienced Customer Success Manager / Account Manager who enjoys working with international clients, identifying growth opportunities, negotiating, and expanding existing accounts. This is a great opportunity for someone with a strong sales mindset who wants to influence revenue, develop strategic partnerships, and contribute to building a growing Customer Success function. About the Company Our client is an international BPO / outstaffing company partnering primarily with businesses in the US healthcare and professional services markets. The company helps clients build and manage remote operational teams across finance, billing, back-office, customer support, and other business functions. With a growing international team and an expanding client portfolio, the company is strengthening its Customer Success function to support long-term partnerships, client retention, and account growth. The environment is dynamic, commercially focused, and offers opportunities to take ownership, influence decisions, and improve existing processes. About the Role As a Customer Success Manager, your main responsibility will be to develop existing B2B accounts, identify upsell and cross-sell opportunities, and drive revenue growth. You’ll work with international clients, primarily from the US, building relationships with decision-makers, understanding their business needs, and identifying opportunities to expand cooperation. This is not a traditional Customer Support or administrative account coordination role. Day-to-day operational communication is handled by Delivery Managers, while Customer Success focuses on strategic client relationships, account development, commercial opportunities, escalations, and retention. You’ll also have an opportunity to contribute to the development of the Customer Success function, helping shape processes and approaches as the company grows. What You’ll Be Doing - Develop and grow existing B2B client accounts through upsell, cross-sell, and account expansion. - Build trusted relationships with client stakeholders and decision-makers, primarily in the US. - Proactively identify new business opportunities within existing accounts. - Understand clients’ business needs and propose relevant solutions that create value and generate revenue. - Lead commercial conversations, negotiations, and discussions around expanding cooperation. - Monitor account health, retention risks, client satisfaction, and growth potential. - Handle strategic escalations and coordinate solutions with internal teams. - Support new client onboarding and smooth handover from Sales to Delivery. - Participate in business reviews and strategic account planning. - Collaborate closely with Delivery, Recruitment, Finance, HR, and Sales teams. - Track account performance, revenue opportunities, and key metrics using CRM and reporting tools. What We’re Looking For - 4+ years of experience in B2B Customer Success, Account Management, Key Account Management, Client Partnership, Business Development, or Sales. - Proven track record of growing existing accounts through upsell, cross-sell, renewals, or account expansion. - Strong commercial mindset and confidence in negotiations and revenue-focused conversations. - Experience managing complex B2B client relationships and communicating with senior stakeholders. - Ability to identify business opportunities proactively rather than waiting for client requests. - Strong ownership, problem-solving skills, and the ability to move things forward independently. - Understanding of account performance, revenue metrics, client retention, and commercial risks. - Ability to work effectively in a dynamic environment with evolving processes. - Fluent English, both spoken and written, for daily communication with international clients. - Willingness to travel internationally, including to the US. Nice to Have - Experience in BPO, outsourcing, outstaffing, professional services, or other B2B service businesses. - Experience managing large client portfolios or enterprise accounts. - Understanding of account profitability, budgets, margins, and commercial KPIs. - Experience working with US-based clients. - Experience building or improving Customer Success processes. - Valid US visa. What Will Help You Succeed We’re looking for someone who combines strong commercial instincts with genuine customer focus. Someone who: - sees opportunities for growth, not just tasks to complete; - confidently initiates commercial conversations; - understands how to balance client satisfaction with business results; - approaches challenges with a solution-oriented mindset; - adapts communication to different clients and stakeholders; - is comfortable making decisions and taking ownership; - can learn a new business domain quickly and work effectively with different teams. Most importantly, you should enjoy building relationships that lead to measurable business growth. How Success Will Be Measured - Revenue growth from existing client accounts. - Successful upsell, cross-sell, and account expansion. - Client retention and account health. - Long-term client satisfaction and relationship development. - Effective onboarding and management of strategic client needs. - Collaboration with Delivery and other internal teams to achieve business goals. What We Offer - Opportunity to work with international B2B clients, primarily in the US. - Direct influence on account development and revenue growth. - Opportunity to contribute to a growing Customer Success function. - Remote work within European time zones. - Competitive compensation with a performance-based quarterly bonus. - Medical insurance. - Flexible PTO. - Professional development and training opportunities. - International team and cross-functional collaboration. - Opportunities for international business travel. Working schedule: Afternoon—evening hours aligned with US clients, approximately until 21:30 Kyiv time. Location: Ukraine / Europe, remote. If you enjoy building client relationships, identifying growth opportunities, and turning great service into business results, we’d love to hear from you! Відгукнутись на вакансію