# Customer Success Manager

**Company:** [Pavago](http://jobs.workable.com/companies/oLah2TugS95w5whXCdpTG3.md)
**Location:** Remote
**Workplace:** remote
**Department:** Candidate Sourcing

[Apply for this job](http://jobs.workable.com/view/2c64fffa-4883-4703-9adf-ea51752acc7a)

## Description

### **🚀 Customer Success Manager (CSM / Account Manager – SaaS, Renewals & Growth) – Remote**

**Full-Time | Remote | U.S. Business Hours**

### **💼 About the Role**

We’re hiring a proactive and relationship-driven **Customer Success Manager (CSM) / Account Manager** to own customer relationships, drive product adoption, and protect + grow recurring revenue.

This is not a support-only role.

You’ll be responsible for:  
✅ client onboarding  
✅ product adoption  
✅ account management  
✅ renewals & retention  
✅ upsell and expansion opportunities  
✅ customer health monitoring

You’ll manage a portfolio of accounts while partnering closely with:

-   sales
-   product
-   support
-   leadership

to ensure customers see measurable value and remain long-term partners.

If you think in terms of:

-   retention
-   expansion
-   customer outcomes
-   revenue growth
-   proactive relationship management

this role is a strong fit.

### **🔥 What You’ll Own**

### **Customer Onboarding & Product Adoption**

-   Lead onboarding and implementation processes for new clients
-   Define customer success goals and adoption milestones
-   Deliver:

-   training sessions
-   onboarding walkthroughs
-   product guidance

-   Ensure smooth implementation and time-to-value
-   Monitor early adoption and proactively close usage gaps

### **Account & Relationship Management**

-   Manage a portfolio of **20–40 client accounts**
-   Serve as the primary point of contact for customer relationships
-   Build strong relationships with:

-   executives
-   stakeholders
-   end users

-   Conduct:

-   recurring check-ins
-   strategy calls
-   Quarterly Business Reviews (QBRs)

-   Maintain strong engagement and long-term account health

### **Proactive Client Engagement & Retention**

-   Monitor account health using platforms such as:

-   Gainsight
-   ChurnZero
-   Totango

-   Identify:

-   adoption risks
-   churn indicators
-   engagement gaps  
    early

-   Execute re-engagement and retention playbooks proactively
-   Align customer outcomes with measurable ROI and business goals

### **Support Coordination & Escalation Management**

-   Triage and coordinate client issues internally
-   Partner with:

-   support teams
-   technical teams
-   product stakeholders  
    to resolve issues efficiently

-   Ensure clients remain informed throughout issue resolution
-   Advocate for customer needs while balancing business priorities

### **Renewals, Expansion & Revenue Growth**

-   Own the renewal pipeline and renewal timelines
-   Identify:

-   upsell opportunities
-   cross-sell opportunities
-   account expansion opportunities

-   Collaborate with sales teams on account growth initiatives
-   Prepare renewal documentation and ensure smooth contract execution
-   Drive strong Net Revenue Retention (NRR) performance

### **Reporting & Customer Feedback**

-   Track and report:

-   customer health scores
-   usage metrics
-   renewal forecasts
-   retention performance

-   Capture customer feedback and communicate insights internally
-   Help improve:

-   onboarding
-   product experience
-   customer journey
-   retention strategies

### **💻 Required Experience & Skills**

### **Core Requirements**

-   2–3+ years of experience in:

-   Customer Success
-   Account Management
-   Client Success
-   Relationship Management

-   Strong experience with:

-   Salesforce
-   HubSpot
-   CRM platforms
-   Customer Success tools

-   Experience conducting:

-   QBRs
-   onboarding calls
-   account reviews
-   client presentations

-   Proven ability to:

-   manage client accounts
-   drive renewals
-   reduce churn

-   Excellent written and verbal English communication skills
-   Strong organizational and multitasking abilities
-   Comfortable working independently in a remote environment

### **⭐ Nice to Have**

-   3–5+ years of Customer Success or Account Management experience
-   SaaS, B2B technology, or professional services background
-   Familiarity with:

-   NPS
-   CSAT
-   customer health scoring
-   retention analytics

-   Experience creating:

-   customer playbooks
-   client presentations
-   case studies
-   adoption strategies

-   Revenue ownership or quota-carrying experience

### **🧠 What Makes You a Strong Fit**

-   You think in customer outcomes and revenue retention
-   You balance:

-   client advocacy
-   business impact

-   You are proactive, organized, and highly responsive
-   You build trust quickly with stakeholders
-   You manage multiple accounts without losing visibility
-   You focus on long-term customer value — not reactive support
-   You communicate with confidence and executive presence

### **📅 What a Typical Day Looks Like**

-   Review dashboards for:

-   at-risk accounts
-   product adoption
-   expansion opportunities

-   Conduct onboarding, check-in, and QBR calls
-   Coordinate internally with:

-   product
-   support
-   sales

-   Track renewals and account growth opportunities
-   Update CRM and customer health records
-   Prepare recommendations and client insights
-   Follow up proactively with customers to drive engagement

**In short:**  
You ensure customers see value, stay engaged, renew successfully, and grow over time.

### **📊 Key Metrics for Success (KPIs)**

-   Net Revenue Retention (NRR) ≥ 100%
-   Renewal rate ≥ 90–95%
-   Expansion and upsell revenue growth
-   Customer health score improvement
-   Product adoption and engagement metrics
-   NPS / CSAT performance
-   Churn reduction and account retention

### **🌟 Why This Role Stands Out**

-   Direct ownership of retention and revenue growth
-   Strong exposure to:

-   customer strategy
-   account growth
-   SaaS operations
-   executive client communication

-   High-impact role across:

-   product
-   sales
-   support
-   customer experience

-   Opportunity to build long-term customer relationships
-   Fully remote role with strong ownership and visibility
-   Growth opportunities into:

-   Senior CSM
-   Strategic Account Management
-   Customer Success Leadership
-   Revenue Operations

### **🧪 Interview Process**

-   Initial Phone Screen
-   Video Interview
-   Practical Task (QBR / Account Strategy Scenario)
-   Client Interview
-   Offer & Background Verification

### **👉 Apply Now**

If you:

-   build strong client relationships
-   think in retention and expansion
-   proactively drive customer outcomes
-   enjoy managing accounts and growing revenue

this role is a strong fit for you.