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 Customer Success Manager (CSM) / Account Manager to own client relationships, drive product adoption, protect revenue, and identify opportunities for account growth.

This is not a support-only role . You’ll manage a portfolio of 20–40 client accounts and take ownership of the customer lifecycle — from onboarding and adoption through renewals and expansion.

You’ll proactively identify at-risk accounts, conduct strategic client conversations, coordinate issue resolution, and ensure customers consistently see measurable value.

If you think in terms of retention, expansion, adoption, and client outcomes , this role is built for you.

What You’ll Own

Customer Onboarding & Product Adoption

• Lead new client onboarding and establish clear success criteria
• Configure accounts and guide customers through implementation
• Deliver product training and onboarding sessions
• Monitor early-stage usage and adoption
• Identify adoption gaps and proactively address them
• Ensure customers reach value quickly after implementation

Account & Relationship Management

• Manage a portfolio of 20–40 client accounts
• Serve as the primary point of contact throughout the customer lifecycle
• Build strong relationships with key stakeholders and decision-makers
• Conduct regular client check-ins and strategic account reviews
• Understand each client’s goals, challenges, and business priorities
• Maintain clear communication and accountability across accounts

Client Health & Proactive Engagement

• Monitor customer usage, engagement, and health indicators
• Use platforms such as Gainsight, ChurnZero, or Totango to track account health
• Identify at-risk accounts before they become churn risks
• Execute structured re-engagement and retention playbooks
• Conduct Quarterly Business Reviews (QBRs)
• Connect product usage and outcomes to measurable client ROI

Support Coordination & Escalations

• Triage customer issues and coordinate internal resolution
• Partner with product, technical, and support teams
• Own client communication throughout escalations
• Follow issues through to complete resolution
• Ensure customers remain informed and confident during complex situations
• Identify recurring issues and help improve the overall customer experience

Renewals, Retention & Expansion

• Own renewal timelines and maintain visibility into upcoming renewals
• Drive strong retention across assigned accounts
• Identify upsell and cross-sell opportunities
• Collaborate with sales on expansion opportunities
• Prepare renewal documentation and coordinate contract processes
• Proactively address risks that could impact renewals
• Look for opportunities to increase customer value and account growth

Reporting & Customer Feedback

• Maintain accurate CRM and customer-success records
• Track:
• Client health
• Product usage
• Renewal status
• Churn risks
• Expansion opportunities
• Capture customer feedback and communicate insights to internal teams
• Partner with product teams to surface recurring customer needs
• Provide leadership with clear visibility into portfolio health and revenue risks

Must-Have Experience & Skills

• 2–3+ years of experience in Customer Success, Account Management, or a similar client-facing role
• Experience managing a portfolio of customer accounts
• Proven experience driving renewals and customer retention
• Experience with Salesforce or HubSpot
• Familiarity with customer success platforms such as:
• Gainsight
• ChurnZero
• Totango
• Strong presentation and client communication skills
• Experience conducting QBRs, demos, onboarding sessions, or client reviews
• Ability to identify and manage at-risk accounts
• Strong organizational and account-management skills
• Excellent written and verbal English communication
• Comfortable working remotely during U.S. business hours

Nice to Have

• 3–5 years of CSM or Account Management experience
• Experience carrying retention, renewal, or expansion targets
• Background in SaaS, B2B technology, or professional services
• Experience with NPS, CSAT, and customer health scoring
• Experience identifying and closing upsell or cross-sell opportunities
• Experience building:
• Customer success playbooks
• QBR decks
• Account plans
• Case studies
• Experience working directly with executives and senior client stakeholders

What Makes You a Strong Fit

• You think in terms of revenue retention and expansion , not just customer support
• You proactively identify risks rather than waiting for customers to complain
• You can balance customer advocacy with business outcomes
• You communicate confidently with both day-to-day users and executives
• You understand how to turn product adoption into measurable customer value
• You can manage multiple accounts without losing visibility or follow-through
• You take ownership of problems through resolution
• You are comfortable being accountable for renewals and client health

What a Typical Day Looks Like

Your day may start by reviewing customer-health dashboards for at-risk accounts, upcoming renewals, and expansion opportunities.

From there, you might lead an onboarding session, conduct a QBR with an existing client, coordinate with product or support on an escalation, prepare an account strategy for an upcoming renewal, and update CRM records and health scores.

In short: you ensure customers adopt the product, see value, renew, and grow.

Key Metrics for Success

• Net Revenue Retention (NRR): ≥100%
• Renewal Rate: ≥90–95%
• Expansion and upsell revenue
• Customer adoption and engagement
• Client health score improvement
• Churn reduction
• NPS / CSAT performance
• Onboarding success and time-to-value
• Accuracy of CRM and account reporting

Why This Role Stands Out

• Direct ownership of customer retention and revenue growth
• High-impact role across customer success, product, and sales
• Strong exposure to client strategy and decision-makers
• Opportunity to build meaningful, long-term customer relationships
• Clear performance metrics tied to business outcomes
• Growth opportunities into Senior CSM, Strategic Account Management, Customer Success Leadership, or Revenue Operations
• Fully remote environment with structured expectations

Interview Process

• Initial Phone Screen
• Spark Hire Video Interview
• Recruiter Interview
• Practical Task – QBR / Account Strategy Scenario
• Client Interview
• Offer & Background Verification

Apply Now

If you’re a Customer Success Manager who builds strong client relationships, proactively prevents churn, and thinks in terms of adoption, retention, renewals, and expansion , we’d love to hear from you.

Apply now and take ownership of helping customers see value, stay, and grow .

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