Customer Success Manager

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

Position Type: Full-Time, Remote Working Hours: U.S. Client Business Hours

About the Role

At Pavago, one of our clients is hiring a proactive and relationship-driven Customer Success Manager (CSM) / Account Manager to own client relationships, drive product adoption, and protect and grow revenue across a portfolio of accounts.

This is not a support-only role.

You will:

• Manage client relationships

• Drive onboarding and product adoption

• Identify churn risks early

• Own renewals and expansion opportunities

• Improve customer health and retention

You’ll work closely with:

• Sales teams

• Support teams

• Product teams

• Leadership stakeholders

to ensure customers achieve measurable value while supporting long-term account growth and retention.

If you think in terms of customer outcomes, retention, expansion, and strategic relationship management, this role is a strong fit.

What You’ll Own

Customer Onboarding & Product Adoption

• Lead customer onboarding and implementation processes

• Define onboarding objectives, success criteria, and adoption milestones

• Conduct onboarding sessions, product training, and customer education

• Ensure customers achieve time-to-value quickly and effectively

• Monitor product usage and proactively address adoption gaps

• Drive engagement and long-term product utilization

Account & Relationship Management

• Manage a portfolio of 20–40 customer accounts

• Serve as the primary point of contact for assigned customers

• Build trusted relationships with:

• Stakeholders

• Decision-makers

• Executive contacts

• Conduct:

• Customer check-ins

• Strategic account reviews

• Customer success meetings

• Quarterly Business Reviews (QBRs)

• Maintain strong account visibility and engagement

Customer Retention & Success

• Monitor customer health using tools such as:

• Gainsight

• ChurnZero

• Totango

• Similar customer success platforms

• Identify:

• Churn risks

• Low adoption trends

• Expansion opportunities

• Execute customer success initiatives and retention strategies

• Ensure customers consistently achieve ROI and business value

• Develop and maintain customer success plans

Support Coordination & Escalation Management

• Coordinate customer issues and internal escalations

• Partner closely with:

• Support teams

• Product teams

• Technical stakeholders

• Ensure customer concerns are resolved efficiently and communicated clearly

• Maintain customer trust during issue resolution and change management

Renewals, Expansion & Revenue Growth

• Own:

• Renewals

• Upsell opportunities

• Cross-sell initiatives

• Account expansion efforts

• Collaborate with sales teams on growth strategies

• Manage:

• Renewal timelines

• Expansion pipelines

• Customer growth plans

• Prepare renewal recommendations and account reviews

• Support revenue retention and growth objectives

Reporting & Customer Insights

• Track and report on:

• Customer health scores

• Product usage metrics

• Retention performance

• Renewal status

• Expansion opportunities

• Gather customer feedback and advocate internally on behalf of customers

• Contribute to improvements across:

• Onboarding processes

• Customer experience

• Product adoption strategies

• Retention programs

Required Experience & Skills

Experience

• 2–3+ years of experience in:

• Customer Success

• Account Management

• Client-facing SaaS roles

• Customer-facing service environments

• Proven experience:

• Managing customer relationships

• Driving renewals

• Supporting customer growth and retention

Technical & Operational Skills

• Experience using:

• Salesforce

• HubSpot

• Similar CRM platforms

• Experience with customer success tools such as:

• Gainsight

• ChurnZero

• Totango

• Strong presentation and communication skills

• Comfortable leading:

• Quarterly Business Reviews (QBRs)

• Customer training sessions

• Strategic account discussions

• Strong account management and organizational skills

Preferred Qualifications

• 3–5 years of Customer Success or Account Management experience

• SaaS, B2B technology, or professional services background

• Familiarity with:

• NPS

• CSAT

• Customer health scoring frameworks

• Experience creating:

• Customer success playbooks

• Onboarding materials

• Client presentations

• Case studies

What Makes You a Strong Fit

• You think in terms of:

• Customer outcomes

• Retention

• Expansion

• Long-term value creation

• You balance customer advocacy with business objectives

• You have strong executive presence and communication skills

• You are highly proactive, organized, and accountable

• You can manage multiple accounts while maintaining exceptional customer experiences

• You take ownership of customer success outcomes

What a Typical Day Looks Like

• Review customer health dashboards and account activity

• Monitor:

• Renewal timelines

• At-risk accounts

• Expansion opportunities

• Conduct onboarding sessions and customer success meetings

• Lead QBRs and strategic account reviews

• Coordinate with sales, support, and product teams

• Update CRM records and customer success plans

• Prepare recommendations and growth opportunities for customers

In short: You ensure customers achieve value, remain engaged, renew successfully, and continue growing with the business.

Key Metrics for Success (KPIs)

• Net Revenue Retention (NRR)

• Customer renewal rate

• Expansion and upsell revenue growth

• Customer health score improvement

• Product adoption and engagement metrics

• NPS and CSAT performance

• Reduced churn and improved retention

Why This Role Stands Out

• Direct ownership of customer retention, renewals, and growth

• Strong visibility across customer success, product, sales, and support functions

• Opportunity to build long-term strategic customer relationships

• High-impact role tied directly to revenue retention and growth

• Remote flexibility with clear ownership and accountability

• Career growth opportunities into:

• Senior Customer Success Manager

• Strategic Account Manager

• Customer Success Leadership

• Revenue Operations

Interview Process

• Initial Phone Screen

• Video Interview

• Practical Task (QBR or Account Strategy Scenario)

• Client Interview

• Offer & Background Verification

Apply Now

If you:

• Enjoy building strong customer relationships

• Think in retention, adoption, and expansion

• Proactively solve customer challenges

• Drive outcomes instead of simply managing activity

this role is a strong fit for you.