[Remote] Customer Success Manager
Note: The job is a remote job and is open to candidates in USA. Pavago is seeking a Customer Success Manager (CSM) / Account Manager to manage client relationships, drive product adoption, and protect and grow revenue. This role involves onboarding clients, managing accounts, and identifying upsell opportunities while ensuring client satisfaction and retention.
Responsibilities
- Manage a portfolio of accounts
- Drive onboarding and adoption
- Identify risks early and prevent churn
- Own renewals and expansion opportunities
- Lead onboarding and define success criteria
- Configure accounts and deliver training
- Ensure smooth implementation
- Track early adoption and close gaps
- Manage 20–40 client accounts
- Act as the primary point of contact
- Build strong relationships with stakeholders
- Conduct regular check-ins and strategic calls
- Monitor usage via: Gainsight, ChurnZero, Totango
- Identify at-risk accounts early
- Execute re-engagement playbooks
- Deliver Quarterly Business Reviews (QBRs) aligned with ROI
- Triage client issues and escalate internally
- Work with product/technical teams for resolution
- Ensure issues are fully resolved and clients are satisfied
- Identify upsell and cross-sell opportunities
- Collaborate with sales teams on expansion
- Own renewal pipeline and timelines
- Prepare contracts and ensure smooth renewals
- Track and report: Client health, Usage metrics, Renewal status
- Capture client feedback and share with product teams
- Improve overall customer experience
- Review dashboards for: At-risk accounts, Growth opportunities
- Conduct client calls (onboarding, check-ins, QBRs)
- Coordinate internally with: Support, Product, Sales
- Track renewals and expansion opportunities
- Update CRM and health scores
- Prepare insights and recommendations
Skills
- 2–3+ years in Customer Success
- 2–3+ years in Account Management
- 2–3+ years in Client-facing roles
- Experience with Salesforce or HubSpot
- Experience with CS platforms (e.g., Gainsight, ChurnZero, Totango)
- Strong presentation skills (QBRs, demos, client reviews)
- Proven ability to manage accounts
- Proven ability to drive renewals
- 3–5 years CSM/AM experience with revenue targets
- SaaS, B2B tech, or professional services background
- Familiarity with NPS / CSAT
- Familiarity with Customer health scoring
- Experience creating playbooks
- Experience creating client decks
- Experience creating case studies
Company Overview