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Customer Success Manager

3 hours, 35 minutes ago
United States, Kenya, South Africa
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 566

Description

  • Manage a portfolio of 20–40 client accounts and serve 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.
  • Monitor client health and usage to identify at-risk accounts early and prevent churn.
  • Execute re-engagement playbooks and deliver Quarterly Business Reviews aligned with ROI.
  • Triage client issues, coordinate escalation, and work with product and technical teams to resolve problems.
  • Own renewals, prepare contracts, and manage renewal timelines and pipelines.
  • Identify upsell and cross-sell opportunities and collaborate with sales on expansion.
  • Track and report client health, usage metrics, renewal status, and other key performance indicators.
  • Capture client feedback and share insights with product teams to improve the customer experience.

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.
  • Ability to balance client advocacy with business outcomes.
  • Strong communication skills with executive presence.
  • Ability to manage multiple accounts without dropping the ball.
  • 3–5 years of CSM or 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, and case studies is preferred.

Benefits

  • Full-time remote role.
  • Work during 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.
  • Remote flexibility with structured expectations.

Interested in this position?

Apply directly on the company website

Apply Now

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