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.