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Customer Success Manager

1 week, 5 days ago
Pakistan
Full-time
Mid Level
Customer Success Manager
Customer and Technical Support
CRM HubSpot Salesforce
Apply Now
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
View All Jobs 361

Description

  • Lead customer onboarding, implementation sessions, account configuration, and product training.
  • Manage 20–40 active accounts and serve as the primary contact for client stakeholders.
  • Conduct regular check-ins, strategic account reviews, and QBRs.
  • Monitor customer health, product usage, churn indicators, and re-engagement plans.
  • Own renewal pipelines, support renewal conversations, and identify upsell and cross-sell opportunities.
  • Triage and manage customer escalations through resolution while coordinating with Support, Product, and Engineering.
  • Maintain CRM records, customer health data, renewal forecasts, and account reports.
  • Capture customer feedback and communicate insights to Product and Engineering.
  • Collaborate with Sales, Product, Support, and Engineering to improve customer outcomes and account growth.

Requirements

  • 2–3+ years of experience in Customer Success, Account Management, Client Success, or a related client-facing role.
  • Proven experience managing ongoing customer relationships and supporting or driving renewals.
  • Experience with CRM systems such as Salesforce or HubSpot.
  • Familiarity with Customer Success platforms such as Gainsight, ChurnZero, or Totango.
  • Strong presentation, communication, stakeholder-management, and client-facing skills.
  • Experience leading client reviews, product demonstrations, QBRs, or strategic meetings.
  • Excellent written and verbal English communication skills.
  • Strong organization, prioritization, follow-through, and ability to work independently during U.S. client hours.
  • Preferred: 3–5 years of Customer Success or Account Management experience.
  • Preferred: SaaS, B2B technology, or professional services experience; managing 20+ accounts; and familiarity with NPS, CSAT, health scoring, NRR, QBRs, or expansion opportunities.

Benefits

  • Full-time, fully remote work aligned with U.S. client business hours.
  • Flexibility for client calls, QBRs, and escalations.
  • Direct ownership of customer relationships from onboarding through renewal.
  • Exposure to Sales, Product, Engineering, and Support teams.
  • Career progression opportunities toward Senior CSM, Strategic Account Manager, Customer Success Lead, or Head of Customer Success.

Interested in this position?

Apply directly on the company website

Apply Now

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