Customer Success Manager

Pavago

2d • Remote

About The Position

We’re hiring a Customer Success Manager (CSM) / Account Manager to own client relationships, drive product adoption, and protect + grow revenue. This is not a support-only role. You will manage a portfolio of accounts, drive onboarding and adoption, identify risks early and prevent churn, and own renewals and expansion opportunities. If you think in terms of retention, expansion, and client value — this role is built for you.

Requirements

• 2–3+ years in Customer Success, Account Management, or 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
• You think in revenue (retention + expansion), not just support
• You’re a strong communicator with executive presence
• You balance client advocacy and business outcomes
• You’re proactive — not reactive
• You can manage multiple accounts without dropping the ball

Nice To Haves

• 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

Responsibilities

• 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, and renewal status
• Capture client feedback and share with product teams
• Improve overall customer experience

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed