Customer Success Manager

Customer Success Manager (SaaS, Account Management & Client Retention) – Remote | U.S. Hours

Position Type: Full-Time, Remote Working Hours: U.S. Client Business Hours, with flexibility for client calls, QBRs, and escalations

About the Role

At Pavago, we're hiring a Customer Success Manager (CSM) / Account Manager for one of our clients to own customer relationships, drive product adoption, improve retention, and identify opportunities for account growth.

This is not a reactive customer support role. You'll act as a trusted advisor to clients, helping them get measurable value from the product while proactively monitoring account health, addressing risks, and supporting renewals and expansion.

You'll manage a portfolio of approximately 20–40 active accounts and work closely with Sales, Product, Support, and Engineering teams to ensure customers remain successful throughout their lifecycle.

If you're comfortable owning relationships, presenting to stakeholders, solving problems, and being accountable for retention and revenue outcomes, this role is a strong fit.

What You'll Own

Client Onboarding & Product Adoption

• Lead client onboarding and implementation sessions.
• Establish clear goals, success criteria, and expectations with new customers.
• Configure accounts and deliver product training.
• Monitor early-stage adoption and identify usage gaps.
• Help customers understand how to get maximum value from the product.
• Ensure a smooth transition from Sales into Customer Success.

Account & Relationship Management

• Manage a portfolio of 20–40 active client accounts.
• Serve as the primary point of contact for key client stakeholders.
• Build strong, long-term relationships with decision-makers and users.
• Conduct regular check-ins and strategic account reviews.
• Understand each customer's objectives, challenges, and evolving needs.
• Maintain executive-level communication and professionalism.

Customer Health & Proactive Engagement

• Monitor account health and product usage through tools such as:
• Gainsight
• ChurnZero
• Totango
• Custom customer-success dashboards
• Identify declining engagement or other churn indicators early.
• Develop and execute re-engagement plans for at-risk accounts.
• Conduct Quarterly Business Reviews (QBRs) focused on performance, goals, ROI, and next steps.
• Proactively recommend strategies that improve customer outcomes.

Retention, Renewals & Account Growth

• Own and monitor the customer renewal pipeline.
• Maintain visibility into upcoming contract and renewal dates.
• Drive renewal conversations and help maintain strong retention rates.
• Identify relevant upsell and cross-sell opportunities based on customer needs.
• Collaborate with Sales on expansion opportunities.
• Balance commercial objectives with long-term customer value.
• Help increase Net Revenue Retention (NRR) across the portfolio.

Support & Escalation Management

• Triage customer issues and determine appropriate next steps.
• Coordinate with Support, Product, or Engineering teams when technical escalation is required.
• Maintain ownership of escalations until resolution.
• Keep customers informed throughout the process.
• Follow up after resolution to ensure satisfaction and rebuild confidence when necessary.

Reporting & Customer Insights

• Maintain accurate account information and interaction history in CRM systems such as Salesforce or HubSpot.
• Track customer health, usage, renewals, risks, and expansion opportunities.
• Prepare account reports and renewal forecasts for leadership.
• Capture customer feedback and communicate recurring themes to Product and Engineering.
• Help turn customer insights into product and service improvements.

What Makes You a Strong Fit

• You're an excellent communicator with strong client-facing presence.
• You can confidently lead onboarding calls, strategic reviews, and QBRs.
• You're an empathetic listener while still understanding commercial priorities.
• You naturally build trust with customers and stakeholders.
• You're proactive rather than waiting for customers to raise problems.
• You can recognize churn risks and take action before accounts become critical.
• You're highly organized and comfortable managing multiple accounts simultaneously.
• You understand that Customer Success is ultimately about customer value, retention, and sustainable account growth.

Required Experience & Skills

• 2–3+ years of experience in:
• Customer Success
• Account Management
• Client Success
• Other relevant client-facing roles
• Proven experience managing ongoing customer relationships.
• Demonstrated ability to support or drive customer renewals.
• Experience using CRM systems such as:
• Salesforce
• HubSpot
• Familiarity with Customer Success platforms such as:
• Gainsight
• ChurnZero
• Totango
• Strong presentation and stakeholder-management skills.
• Experience conducting client reviews, product demonstrations, or strategic meetings.
• Excellent written and verbal English communication.
• Strong organization, prioritization, and follow-through.
• Ability to work independently during U.S. client business hours.

Preferred Experience

• 3–5 years of Customer Success or Account Management experience.
• Previous responsibility for retention, renewals, or expansion revenue targets.
• Background in:
• SaaS
• B2B technology
• Professional services
• Experience managing 20+ customer accounts simultaneously.
• Familiarity with:
• NPS
• CSAT
• Customer health scoring
• Net Revenue Retention (NRR)
• Experience identifying and closing upsell or cross-sell opportunities.
• Experience creating:
• QBR decks
• Customer success plans
• Playbooks
• Case studies
• Client-facing presentations

What a Typical Day Looks Like

A Customer Success Manager's day revolves around customer value, account health, retention, and growth. You will:

• Review customer health and product usage dashboards.
• Identify at-risk accounts and potential expansion opportunities.
• Lead onboarding sessions, customer check-ins, and QBRs.
• Coordinate with Product, Support, Engineering, and Sales on customer needs.
• Manage escalations and ensure issues reach a satisfactory resolution.
• Track upcoming renewals and contract timelines.
• Update CRM records, account notes, and customer health scores.
• Analyze usage and customer feedback to prepare recommendations.
• Identify opportunities to increase adoption and expand successful accounts.

In short: you become the bridge between the customer and the company, ensuring clients receive measurable value while protecting and growing long-term revenue.

Key Metrics for Success (KPIs)

• Net Revenue Retention (NRR): ≥100