# 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/ac816621-d55f-4472-ba16-584afbc08d37) ## Description ### **πŸš€ Customer Success Manager (CSM / Account Manager, SaaS, Renewals & Growth) – Remote** **Position Type:** Full-Time, Remote **Working Hours:** U.S. Client Business Hours ### **πŸ’Ό About the Role** We’re hiring a proactive and relationship-driven **Customer Success Manager (CSM) / Account Manager** to own client relationships, drive product adoption, and protect + grow revenue across a portfolio of accounts. This is not a support-only role. You will: - manage client relationships - drive onboarding and adoption - identify churn risks early - own renewals and expansion opportunities - improve customer health and retention You’ll work closely with: - sales - support - product - leadership teams to ensure customers achieve measurable value while expanding long-term account growth. If you think in terms of: - retention - expansion - customer outcomes - revenue growth - strategic relationship management this role is a strong fit. ### **πŸ”₯ What You’ll Own** ### **Onboarding & Product Adoption** - Lead customer onboarding and implementation processes - Define customer success criteria and onboarding goals - Configure accounts and deliver onboarding sessions or training - Ensure smooth adoption and time-to-value - Monitor early usage and proactively close adoption gaps ### **Account & Relationship Management** - Manage a portfolio of 20–40 client accounts - Act as the primary point of contact for customer relationships - Build strong relationships with: - stakeholders - decision-makers - executive contacts - Conduct: - check-ins - strategic reviews - customer success calls - Quarterly Business Reviews (QBRs) ### **Proactive Client Engagement & Retention** - Monitor account health using platforms such as: - Gainsight - ChurnZero - Totango - Identify: - churn risks - low adoption - expansion opportunities - Execute: - re-engagement strategies - retention playbooks - customer success initiatives - Ensure customers consistently realize ROI and product value ### **Support Coordination & Escalation Management** - Triage customer issues and coordinate internal escalations - Work closely with: - support teams - product teams - technical stakeholders - Ensure issues are fully resolved and communicated clearly - Maintain strong customer trust during issue resolution ### **Revenue Growth & Renewals** - Own: - renewals - expansion opportunities - upsells - cross-sells - Collaborate with sales teams on account growth strategies - Prepare: - renewal documentation - contracts - account recommendations - Maintain visibility into: - renewal timelines - expansion pipeline - account risks ### **Reporting & Customer Insights** - Track and report: - client health scores - usage metrics - retention metrics - renewal status - expansion opportunities - Capture customer feedback and share insights internally - Help improve: - onboarding - customer experience - retention processes - product adoption strategies ### **πŸ’» Must-Have Requirements** ### **Experience** - 2–3+ years of experience in: - Customer Success - Account Management - Client-facing SaaS or service roles - Proven experience: - managing customer accounts - driving renewals - maintaining client relationships ### **Technical & Operational Skills** - Experience with: - Salesforce - HubSpot - or similar CRM platforms - Experience using customer success platforms such as: - Gainsight - ChurnZero - Totango - Strong presentation and communication skills - Comfortable leading: - QBRs - demos - strategic client reviews - Strong organizational and account management abilities ### **⭐ Nice to Have** - 3–5 years of CSM or Account Management experience - SaaS, B2B technology, or professional services background - Familiarity with: - NPS - CSAT - customer health scoring - Experience creating: - customer playbooks - client decks - case studies - onboarding materials ### **🧠 What Makes You a Strong Fit** - You think in: - retention - expansion - customer outcomes - You balance: - customer advocacy - business goals - Strong executive presence and communication skills - Highly proactive and organized - Able to manage multiple accounts without losing visibility - Strong ownership mentality and accountability - Comfortable operating in fast-paced client environments ### **πŸ“… What a Typical Day Looks Like** - Review dashboards for: - at-risk accounts - renewal timelines - growth opportunities - Conduct: - onboarding calls - customer check-ins - QBRs - strategic account reviews - Coordinate internally with: - support - sales - product - Track: - customer health - renewals - upsell opportunities - Update CRM records and account notes - Prepare recommendations and customer insights **In short:** You ensure customers achieve value, remain engaged, renew successfully, and continue growing with the business. ### **πŸ“Š Key Metrics for Success (KPIs)** - Net Revenue Retention (NRR) β‰₯ 100% - Renewal rate β‰₯ 90–95% - Expansion and upsell revenue growth - Customer health score improvement - Product adoption and engagement metrics - NPS / CSAT performance - Reduced churn and improved retention ### **🌟 Why This Role Stands Out** - Direct ownership of: - retention - renewals - customer growth - High-impact role across: - product - sales - support - customer experience - Strong exposure to customer strategy and revenue growth - Opportunity to build long-term client relationships - Remote flexibility with structured expectations - Growth opportunities into: - Senior Customer Success Manager - Strategic Account Management - Customer Success Leadership - Revenue Operations ### **πŸ§ͺ Interview Process** - Initial Phone Screen - Video Interview - Practical Task (QBR / account strategy scenario) - Client Interview - Offer & Background Verification ### **πŸ‘‰ Apply Now** If you: - build strong client relationships - think in retention and expansion - proactively solve customer challenges - drive outcomes instead of just activity this role is a strong fit for you.