Customer Success Manager

4 hours, 18 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 as the primary point of contact.
  • Lead onboarding, define success criteria, configure accounts, and deliver training.
  • Drive product adoption by tracking early usage, identifying gaps, and ensuring smooth implementation.
  • Build strong stakeholder relationships through regular check-ins and strategic client calls.
  • Monitor account health and usage in customer success platforms to identify at-risk accounts early.
  • Execute re-engagement playbooks and deliver quarterly business reviews aligned with ROI.
  • Triage client issues, escalate internally, and coordinate resolution with product and technical teams.
  • Own the renewal pipeline, prepare contracts, and ensure renewals are completed smoothly.
  • Identify upsell and cross-sell opportunities and collaborate with sales on expansion.
  • Track and report client health, usage metrics, renewal status, and customer feedback to product teams.

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 account management experience with revenue targets (preferred).
  • Background in SaaS, B2B tech, or professional services (preferred).
  • Familiarity with NPS, CSAT, and customer health scoring (preferred).
  • Experience creating playbooks, client decks, and case studies (preferred).
  • Availability to work full-time remote during U.S. client business hours.

Interested in this position?

Apply directly on the company website

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