Pavago
Staffing and Recruiting
CustomerSuccessManager
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“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; 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 regular check-ins
Conduct strategic calls
Identify at-risk accounts
Execute re-engagement playbooks
Deliver Quarterly Business Reviews
Escalate issues internally
Work with product/technical teams
Identify upsell opportunities
Identify cross-sell opportunities
Collaborate with sales teams
Ensure smooth renewals
Report renewal status
Capture client feedback
Share feedback with product teams
Improve customer experience
How You'll Work.
Team & Collaboration
Work with product teams; Work with technical teams; Collaborate with sales teams; Coordinate internally with Support; Coordinate internally with Product; Coordinate internally with Sales
Communication Scope
Strong communicator; Executive presence; Presentation skills
Full Job Description
### **Customer Success Manager (CSM / Account Manager, SaaS, Renewals & Growth) – Remote | U.S. Hours** **Position Type:** Full-Time, Remote **Working Hours:** U.S. client business hours ### **About the Role** We’re hiring a **Customer Success Manager (CSM) / Account Manager** to own **client relationships, drive product adoption, and protect + grow revenue**. This is **not a support-only role**. You will: * Manage a portfolio of accounts * Drive onboarding and adoption * Identify risks early and prevent churn * Own renewals and expansion opportunities **If you think in terms of retention, expansion, and client value — this role is built for you.** ### **What You’ll Own** ### **1\. Onboarding & Product Adoption** * Lead onboarding and define success criteria * Configure accounts and deliver training * Ensure smooth implementation * Track early adoption and close gaps ### **2\. Account & Relationship Management** * Manage **20–40 client accounts** * Act as the primary point of contact * Build strong relationships with stakeholders * Conduct regular check-ins and strategic calls ### **3\. Proactive Client Engagement** * Monitor usage via: * Gainsight * ChurnZero * Totango * Identify at-risk accounts early * Execute re-engagement playbooks * Deliver **Quarterly Business Reviews (QBRs)** aligned with ROI ### **4\. Support Coordination & Escalation** * Triage client issues and escalate internally * Work with product/technical teams for resolution * Ensure issues are fully resolved and clients are satisfied ### **5\. Revenue Growth & Retention** * Identify **upsell and cross-sell opportunities** * Collaborate with sales teams on expansion * Own renewal pipeline and timelines * Prepare contracts and ensure smooth renewals ### **6\. Reporting & Feedback Loop** * Track and report: * Client health * Usage metrics * Renewal status * Capture client feedback and share with product teams * Improve overall customer experience ### **What Makes You a Strong Fit** * You think in **re
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