Pavago
Staffing and Recruiting
CustomerSuccessManager
“Customer Success Manager at Pavago. Skills: Client relationships, Retention, Expansion, Revenue growth. Manage client accounts. Drive onboarding and adoption”
What You'll Achieve.
Net Revenue Retention (NRR) ≥ 100%; Renewal rate ≥ 90–95%; Expansion / upsell revenue; Client health score improvement; NPS / CSAT performance; See value, stay, and grow
Industry & Context.
What They're Looking For.
Must Have
2–3+ years in Customer Success, 2–3+ years in Account Management, 2–3+ years in Client-facing roles, Experience with Salesforce or HubSpot, Experience with CS platforms, presentation skills (QBRs, demos, client reviews), Proven ability to manage accounts, Proven ability to drive renewals
Nice to Have
3–5 years CSM/AM experience with revenue targets, SaaS background, B2B tech background, professional services background, Familiarity with NPS / CSAT, Familiarity with Customer health scoring, Experience creating Playbooks, Experience creating Client decks, Experience creating Case studies
What You'll Do.
Manage client accounts
Drive onboarding and adoption
Identify risks and prevent churn
Own renewals and expansion
Lead onboarding and define success
Configure accounts and deliver training
Ensure smooth implementation
Track early adoption and close gaps
Act as primary point of contact
Build relationships with stakeholders
Conduct check-ins and strategic calls
Identify at-risk accounts
Execute re-engagement playbooks
Deliver Quarterly Business Reviews
Triage client issues and escalate
Work with product/technical teams
Ensure issues are resolved
Identify upsell and cross-sell opportunities
Collaborate with sales teams
Own renewal pipeline and timelines
Prepare contracts and ensure renewals
Track and report client health
Track and report usage metrics
Track and report renewal status
Capture client feedback
Share feedback with product teams
Improve customer experience
How You'll Work.
Team & Collaboration
Work with product/technical teams for resolution; Collaborate with sales teams on expansion; Coordinate internally with Support; Coordinate internally with Product; Coordinate internally with Sales
Communication Scope
Strong communicator; Executive presence; Presentation skills
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