Customer Success Manager

23 hours, 52 minutes ago
Full-time
Junior
Customer and Technical Support
Pavago

Pavago

Pavago specializes in connecting small and medium-sized businesses with skilled offshore talent from Pakistan and Latin America, offering a streamlined recruitment process that enables the hiring, onboarding, and payment of remote employees at signific...

IT Services
Founded 2023

Description

  • Manage a portfolio of 20–40 client accounts and serve as the primary point of contact.
  • Lead onboarding, define success criteria, configure accounts, and deliver client training.
  • Drive product adoption by monitoring early usage, closing gaps, and ensuring smooth implementation.
  • Build and maintain strong stakeholder relationships through regular check-ins and strategic client calls.
  • Identify at-risk accounts early, execute re-engagement playbooks, and reduce churn risk.
  • Own renewal timelines and pipeline, prepare contracts, and ensure renewals close smoothly.
  • Identify upsell and cross-sell opportunities and collaborate with sales on expansion.
  • Triage client issues, coordinate escalation with product and technical teams, and ensure resolution.
  • Deliver Quarterly Business Reviews aligned with ROI and present client insights and recommendations.
  • Track client health, usage metrics, renewal status, and customer feedback in CRM and reporting tools.

Requirements

  • 2–3+ years of experience in Customer Success, Account Management, or other client-facing roles.
  • Experience with Salesforce or HubSpot.
  • Experience with customer success platforms such as Gainsight, ChurnZero, or Totango.
  • Strong presentation skills for QBRs, demos, and client reviews.
  • Proven ability to manage accounts and drive renewals.
  • 3–5 years of CSM or AM experience with revenue targets is preferred.
  • Background in SaaS, B2B tech, or professional services is preferred.
  • Familiarity with NPS, CSAT, and customer health scoring is preferred.
  • Experience creating playbooks, client decks, or case studies is preferred.
  • Ability to work remotely during U.S. client business hours.

Benefits

  • Full-time remote role.
  • Work aligned to U.S. client business hours.
  • Direct ownership of revenue retention and growth.
  • High-impact exposure across product, sales, and customer experience.
  • Opportunity to build long-term client relationships.
  • Remote flexibility with structured expectations.

Interested in this position?

Apply directly on the company website

Apply Now

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