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Customer Success Manager

5 hours, 59 minutes ago
Panama
Full-time
Junior
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 329

Description

  • Lead customer onboarding, implementation, product training, and customer education.
  • Define onboarding objectives, success criteria, and adoption milestones.
  • Manage a portfolio of 20–40 customer accounts as the primary point of contact.
  • Build trusted relationships with stakeholders, decision-makers, and executive contacts.
  • Conduct customer check-ins, strategic account reviews, customer success meetings, and QBRs.
  • Monitor customer health, product usage, and adoption gaps to identify churn risk and expansion opportunities.
  • Coordinate customer issues and internal escalations with support, product, and technical teams.
  • Own renewals, upsell opportunities, cross-sell initiatives, and account expansion efforts.
  • Track and report on customer health, retention performance, renewal status, and expansion opportunities.
  • Gather customer feedback and contribute to improvements in onboarding, customer experience, and retention programs.

Requirements

  • 2–3+ years of experience in Customer Success, Account Management, client-facing SaaS roles, or customer-facing service environments.
  • Proven experience managing customer relationships, driving renewals, and supporting customer growth and retention.
  • Experience using Salesforce, HubSpot, or similar CRM platforms.
  • Experience with customer success tools such as Gainsight, ChurnZero, or Totango.
  • Strong presentation and communication skills.
  • Comfortable leading QBRs, customer training sessions, and strategic account discussions.
  • Strong account management and organizational skills.
  • 3–5 years of Customer Success or Account Management experience is preferred.
  • Background in SaaS, B2B technology, or professional services is preferred.
  • Familiarity with NPS, CSAT, and customer health scoring frameworks is preferred.
  • Experience creating customer success playbooks, onboarding materials, client presentations, or case studies is preferred.

Benefits

  • Full-time, remote position.
  • Work hours aligned with U.S. client business hours.
  • Direct ownership of customer retention, renewals, and growth.
  • High visibility across customer success, product, sales, and support functions.
  • Opportunity to grow into Senior Customer Success Manager, Strategic Account Manager, Customer Success Leadership, or Revenue Operations roles.

Interested in this position?

Apply directly on the company website

Apply Now

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