Customer Success Manager

### **Customer Success Manager (CSM / Account Manager) – Remote** **Position Type:** Full-Time, Remote **Working Hours:** U.S. Client Business Hours ### **About the Role** At Pavago, one of our clients is hiring a **Customer Success Manager (CSM) / Account Manager** to own customer relationships, drive product adoption, and maximize customer retention and account growth. This is a strategic, customer-facing role where you’ll be responsible for ensuring customers achieve measurable value from the platform while identifying opportunities to expand existing relationships. You’ll partner closely with Sales, Product, Support, and Leadership teams to guide customers from onboarding through renewal, helping them realize long-term success and business outcomes. If you’re passionate about customer advocacy, relationship management, and revenue retention, this role is built for you. ### **What You’ll Own** ### **Customer Onboarding & Product Adoption** - Lead customer onboarding and implementation activities. - Define onboarding goals, success milestones, and adoption plans. - Deliver onboarding sessions, product training, and customer education. - Accelerate customer time-to-value. - Monitor product usage and proactively address adoption gaps. - Drive long-term engagement and product utilization. ### **Account & Relationship Management** - Manage a portfolio of **20–40 customer accounts**. - Serve as the primary point of contact for assigned customers. - Build trusted relationships with stakeholders, decision-makers, and executive contacts. - Conduct: - Customer check-ins - Strategic account reviews - Success meetings - Quarterly Business Reviews (QBRs) - Maintain strong account engagement and visibility. ### **Customer Retention & Success** - Monitor customer health using platforms such as: - Gainsight - ChurnZero - Totango - Similar Customer Success tools - Identify: - Churn risks - Low product adoption - Expansion opportunities - Develop and execute customer success plans. - Ensure customers consistently achieve measurable ROI and business value. - Drive retention through proactive engagement. ### **Support Coordination & Escalation Management** - Coordinate customer issues and internal escalations. - Partner closely with: - Support - Product - Technical teams - Ensure issues are resolved efficiently with clear communication. - Maintain customer confidence throughout the resolution process. ### **Renewals, Expansion & Revenue Growth** - Own customer renewals from planning through completion. - Identify and drive: - Upsell opportunities - Cross-sell opportunities - Account expansion - Partner with Sales on growth initiatives. - Manage renewal timelines and expansion pipelines. - Prepare account reviews and renewal recommendations. - Support revenue retention and long-term customer growth. ### **Reporting & Customer Insights** - Track and report on: - Customer health scores - Product usage - Renewal pipeline - Retention performance - Expansion opportunities - Gather customer feedback and advocate internally for product improvements. - Contribute to improving: - Onboarding - Customer experience - Product adoption - Retention programs ### **What Makes You a Strong Fit** - Customer-first mindset with a focus on long-term success. - Excellent relationship-building and communication skills. - Strong executive presence and presentation abilities. - Highly organized and proactive. - Comfortable balancing customer advocacy with business goals. - Able to manage multiple accounts while delivering an exceptional customer experience. - Ownership-driven with strong follow-through. ### **Required Experience & Skills** ### **Experience** - **2–3+ years** of experience in: - Customer Success - Account Management - Client-facing SaaS - Customer-facing service environments - Proven success managing customer relationships, renewals, and account growth. ### **Technical & Operational Skills** - Experience using CRM platforms such as: - Salesforce - HubSp…