Customer Success Manager

8 hours, 26 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

  • Lead client onboarding sessions, configure accounts, deliver product training, and establish success criteria.
  • Manage a portfolio of 20–40 active accounts and serve as the primary point of contact for client stakeholders.
  • Conduct regular check-ins, strategic reviews, and quarterly business reviews to align on goals and ROI.
  • Monitor product usage and customer health to identify at-risk accounts and execute re-engagement playbooks.
  • Triage support issues, coordinate escalations to technical teams, and track issue resolution through completion.
  • Identify upsell and cross-sell opportunities and collaborate with sales teams to expand accounts.
  • Track renewal pipelines, prepare contracts for review, and support retention efforts.
  • Prepare reports on client health, usage, and renewal status for internal stakeholders.
  • Capture client feedback and share insights with product and engineering teams for improvements.

Requirements

  • 2–3 years of experience in customer success, account management, or other client-facing roles.
  • Proficiency with CRM systems such as Salesforce or HubSpot.
  • Experience with customer success platforms such as Gainsight, ChurnZero, Totango, or similar tools.
  • Strong presentation skills for client-facing reviews, demos, and QBRs.
  • Proven ability to manage client relationships and drive renewals.
  • Excellent communication skills with executive presence and consultative ability.
  • Strong organizational skills and the ability to manage multiple accounts at once.
  • Comfort owning revenue responsibility through retention and expansion.
  • 3–5 years of customer success or account management experience with revenue targets is preferred.
  • Industry experience in SaaS, professional services, or B2B technology is preferred.
  • Familiarity with NPS, CSAT, and customer health scoring is preferred.
  • Experience creating client-facing collateral such as playbooks, decks, or case studies is preferred.

Interested in this position?

Apply directly on the company website

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