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Customer Success Manager

pavago · United States

Customer SuccessRemoteExternal listingfull-time2 months ago

About The Role

# Customer Success Manager
> Pavago · United States (Remote) · — · Posted 2026-06-11
**Workplace:** remote
**Department:** Candidate Sourcing
## Description
### **Customer Success Manager (CSM / Account Manager, SaaS, Renewals & Growth) – Remote | U.S. Hours**
**Position Type:** Full-Time, Remote
**Working Hours:** U.S. client business hours
### **About the Role**
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
  • Own renewals and expansion opportunities

**If you think in terms of retention, expansion, and client value — this role is built for you.**
### **What You’ll Own**
### **1\. Onboarding & Product Adoption**

  • Lead onboarding and define success criteria
  • Configure accounts and deliver training
  • Ensure smooth implementation
  • Track early adoption and close gaps

### **2\. Account & Relationship Management**

  • Manage **20–40 client accounts**
  • Act as the primary point of contact
  • Build strong relationships with stakeholders
  • Conduct regular check-ins and strategic calls

### **3\. Proactive Client Engagement**

  • Monitor usage via:
  • Gainsight
  • ChurnZero
  • Totango
  • Identify at-risk accounts early
  • Execute re-engagement playbooks
  • Deliver **Quarterly Business Reviews (QBRs)** aligned with ROI

### **4\. Support Coordination & Escalation**

  • Triage client issues and escalate internally
  • Work with product/technical teams for resolution
  • Ensure issues are fully resolved and clients are satisfied

### **5\. Revenue Growth & Retention**

  • Identify **upsell and cross-sell opportunities**
  • Collaborate with sales teams on expansion
  • Own renewal pipeline and timelines
  • Prepare contracts and ensure smooth renewals

### **6\. Reporting & Feedback Loop**

  • Track and report:
  • Client health
  • Usage metrics
  • Renewal status
  • Capture client feedback and share with product teams
  • Improve overall customer experience

### **What Makes You a Strong Fit**

  • You think in **revenue (retention + expansion), not just support**
  • You’re a **strong communicator with executive presence**
  • You balance:
  • Client advocacy
  • Business outcomes
  • You’re proactive — not reactive
  • You can manage multiple accounts without dropping the ball

### **Must-Have Requirements**

  • 2–3+ years in:
  • Customer Success
  • Account Management
  • Client-facing roles
  • Experience with:
  • Salesforce or HubSpot
  • CS platforms (e.g., Gainsight, ChurnZero, Totango)
  • Strong presentation skills (QBRs, demos, client reviews)
  • Proven ability to:
  • Manage accounts
  • Drive renewals

### **Nice to Have**

  • 3–5 years CSM/AM experience with revenue targets
  • SaaS, B2B tech, or professional services background
  • Familiarity with:
  • NPS / CSAT
  • Customer health scoring
  • Experience creating:
  • Playbooks
  • Client decks
  • Case studies

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

  • Review dashboards for:
  • At-risk accounts
  • Growth opportunities
  • Conduct client calls (onboarding, check-ins, QBRs)
  • Coordinate internally with:
  • Support
  • Product
  • Sales
  • Track renewals and expansion opportunities
  • Update CRM and health scores
  • Prepare insights and recommendations

**In short:**
You ensure customers **see value, stay, and grow.**
### **Key Metrics (KPIs)**

  • Net Revenue Retention (NRR) ≥ 100%
  • Renewal rate ≥ 90–95%
  • Expansion / upsell revenue
  • Client health score improvement
  • NPS / CSAT performance

### **Why This Role Stands Out**

  • Direct ownership of **revenue retention + growth**
  • High-impact role across **product, sales, and customer experience**
  • Strong exposure to **client strategy and decision-making**
  • Opportunity to build long-term client relationships
  • Remote flexibility with structured expectations

### **Interview Process**

  • Initial Phone Screen
  • Video Interview
  • Practical Task (QBR / account strategy scenario)
  • Client Interview
  • Offer & Background Verification

### **Apply Now**

If you’re someone who

  • Builds strong client relationships
  • Thinks in retention and expansion
  • Drives outcomes, not just activity

This role is a strong fit.
## Apply
[Apply at Pavago](https://apply.workable.com/pavago/j/0D017EBF68/apply)
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