Customer Success Manager

1 day, 6 hours 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 as the primary point of contact.
  • Lead onboarding, define success criteria, configure accounts, and deliver training.
  • Monitor product adoption and usage to identify gaps and improve early engagement.
  • Build stakeholder relationships and conduct regular check-ins, strategic calls, and QBRs.
  • Identify at-risk accounts early and execute re-engagement and churn-prevention actions.
  • Triage client issues, coordinate escalations, and partner with product and technical teams to resolve problems.
  • Identify upsell and cross-sell opportunities and support expansion conversations with sales teams.
  • Own renewal timelines, prepare contracts, and ensure smooth renewals.
  • Track and report client health, usage metrics, renewal status, and customer feedback.
  • Share client insights with product teams to improve the overall customer experience.

Requirements

  • 2–3+ years of experience in Customer Success, Account Management, or other client-facing roles.
  • Experience using Salesforce or HubSpot.
  • Experience with CS 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 Customer Success / Account Management 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 U.S. client business hours in a full-time remote role.

Benefits

  • Full-time remote position.
  • 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.
  • Structured interview process with a practical task and client interview.

Interested in this position?

Apply directly on the company website

Apply Now

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